Assistant Manager-Operations

Role & responsibilities

• Should possess leadership skills and experience in handling teams.
• Self-driven, results-oriented with a positive outlook, and a clear focus on high quality delivery.
• Ability to multi-task and prioritize effectively, Maintaining an established work schedule and strong work ethic.
• Strong analytical, planning, organizational, and time management skills.
• Ability to document & report performance to senior management.
• Understanding of the different aspects of BPO business Quality Assurance, MIS, SLA Reporting, Performance, etc
• Conversant with MS Office (Word, Excel and PowerPoint)
• Liaise with support function’s Training and Transformational Quality for smoother daily transactions.
• Client Interactions in day to day Operations.
• Flexible with 24/7 environment in a Customer Service/ Backoffice.
• Manage team’s overall performance with a key focus on productivity, quality scores and managing predefined metric targets.
• Handles escalated requests and researches answers posted by associates to ensure customer satisfaction.
• Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met.
• Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad-hoc tasks/ requests.
• Maintain low attrition rates within their span & drive retention. Accurate EWS identification & attrition control.
• Hold team huddle/coaching session/goal-setting/one on one with team members.

Please contact MS Neetha HR 'mobile no' given below.

WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Healthcare, Insurance, Manufacturing, Media and Entertainment, Professional Services, Retail & Consumer Packaged Goods, Telecom and Diversified Businesses, Shipping and Logistics, Travel and Leisure and Utilities. WNS delivers an entire spectrum of business process management services such as customer care, finance and accounting, human resource solutions, research and analytics, technology solutions, and industry-specific back-office and front-office processes.
We enable our clients to OUTPERFORM by transforming their business processes with domain expertise, partnership approach and global delivery capability. For further information, please visit