Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Roles & Responsibilities:

Assistant Manager will manage team of 15-25 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.Drive team performance, KPI management, reporting, absenteeism, attrition, etc.Manage customer/client escalations effectively as per guidelines.Understand customer queries, feedback and respond in a positive manner.Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.

Skills required:

 

Demonstrated leadership ability and excellent people management skills.Knowledge and experience in organizational effectiveness and operations managementExcellent computer skills and proficient in Excel, Word, Outlook, and AccessExcellent communication skills both verbal and writtenExcellent interpersonal skills and a collaborative management styleA demonstrated commitment to high professional ethical standards in a diverse workplaceOpen to direction and Collaborative work style and commitment to get the job doneHigh comfort level working in a diverse environmentSolutions mind-set, passion to drive better customer experience.Ability to adapt self with the team in-case of adversity, business challenges/requirement.Attention to details

Experience (if any) : Experience of 3 years in Chat Process is a must.

Minimum Qualification: Graduation

 

Qualifications

Graduate