Assistant Manager - Operations - Bangalore

WNS; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

WNS is seeking an experienced Assistant Manager - Voice Process to oversee day-to-day operations of a voice BPO. You will lead Team Leaders and frontline associates, ensuring KPIs are met and escalations resolved, while driving customer satisfaction.

You will monitor metrics like AHT, SLA, CSAT, and Quality, work with Quality/Training/WFM/HR, and participate in governance reviews. Night shifts and Bangalore office presence are required.

Qualifications

• Graduate in any discipline.
• 6–10 years of experience in BPO/Contact Center operations, preferably in a voice process.
• Minimum 2–3 years in a Team Leader/Managerial role.
• Experience managing international voice processes is preferred.
• Strong knowledge of contact-center KPIs and operational metrics.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving and stakeholder-management skills.
• Good knowledge of MS Excel, PowerPoint and reporting/MIS tools.
• Strong leadership, coaching and people-management abilities.
• Comfortable working in rotational shifts, including night shifts.

Responsibilities

• Manage day-to-day operations for a voice-based BPO process.
• Lead and mentor Team Leaders and frontline customer service teams.
• Monitor KPIs such as AHT, SLA, CSAT, FCR, Quality, Productivity, Attendance and Adherence.
• Drive achievement of process targets and business objectives.
• Handle escalations and ensure timely resolution.
• Conduct performance reviews, coaching and feedback sessions.
• Identify performance gaps and implement corrective actions.
• Collaborate with Quality, Training, WFM and HR teams to improve performance.
• Monitor shrinkage, absenteeism and attrition; drive engagement.
• Prepare and present MIS/ dashboards; participate in client calls.

Skills

Excel

PowerPoint

MIS tools

People management

Stakeholder management

Operational metrics

Coaching

Education

Bachelor's degree

Tools

MS Excel

PowerPoint

Reporting tools

Job description

We are looking for an experienced and result-oriented Assistant Manager - Voice Process to manage day-to-day operations of an international/domestic voice process. The role involves leading Team Leaders and customer service associates, ensuring achievement of operational KPIs, managing escalations, maintaining quality standards, and driving customer satisfaction.

Key Responsibilities:

• Manage day-to-day operations for a voice-based BPO process.
• Lead and mentor Team Leaders and frontline customer service teams.
• Monitor key performance metrics such as AHT, SLA, CSAT, FCR, Quality, Productivity, Attendance and Adherence.
• Drive achievement of process targets and business objectives.
• Handle customer and process escalations and ensure timely resolution.
• Conduct regular performance reviews, coaching and feedback sessions.
• Identify performance gaps and implement corrective action plans.
• Work closely with Quality, Training, WFM and HR teams to improve operational performance.
• Monitor shrinkage, absenteeism, and attrition and employee engagement.
• Prepare and present daily/weekly/monthly MIS and performance dashboards.
• Participate in client calls, governance meetings and business reviews.
• Ensure compliance with company policies, client requirements and process SOPs.
• Identify process improvement opportunities and implement initiatives to improve productivity and customer experience.
• Support new process transitions, ramp-ups and operational changes.
• Ensure effective floor management during peak volumes and business-critical situations.

Candidate Profile:

• Graduate in any discipline.
• 6-10 years of experience in BPO/Contact Center operations, preferably in a voice process.
• Minimum 2–3 years of experience in a Team Leader/Managerial role.
• Experience managing international voice processes is preferred.
• Strong knowledge of contact-center KPIs and operational metrics.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving and stakeholder-management skills.
• Good knowledge of MS Excel, PowerPoint and reporting/MIS tools.
• Strong leadership, coaching and people-management abilities.
• Comfortable working in rotational shifts, including night shifts.
• Willingness to work 100% from the Bangalore office.
• People Management
• Operations Management
• Performance Management
• Client/Stakeholder Management
• Quality & Compliance
• Workforce/Capacity Awareness
• Data Analysis & Reporting
• Process Improvement

KPIs

The Assistant Manager will be responsible for driving:

SLA | AHT | CSAT | FCR | Quality | Productivity | Attendance | Adherence | Attrition | Shrinkage | Escalation Resolution