Assistant Manager - Operations ( Travel/ Airline Process ) - Bangalore

WNS Holdings; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

WNS Holdings seeks an experienced Assistant Manager for Voice Process to oversee international and domestic voice operations from the Bangalore office. You will lead Team Leaders and frontline associates, drive KPI achievement, manage escalations, and ensure quality and customer satisfaction.

The role requires 6–10 years in BPO/voice operations, strong KPI knowledge, and colobaration with Quality, Training, WFM and HR teams. Night shift flexibility is essential.

Qualifications

• 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.
• Strong leadership and people-management abilities.
• Comfortable working in rotational shifts, including night shifts.
• Willingness to work 100% from the Bangalore office.

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 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 with Quality, Training, WFM and HR to improve performance.
• Monitor shrinkage, absenteeism, and attrition and employee engagement.
• Prepare and present daily/weekly/monthly MIS and dashboards.
• Participate in client calls, governance meetings and business reviews.
• Ensure compliance with policies, client requirements and SOPs.
• Identify process improvements and initiatives to boost productivity and CX.
• Support new process transitions, ramp-ups and operational changes.
• Ensure effective floor management during peak volumes and critical situations.

Skills

People Management

Operations Management

Customer Escalation Management

Performance Management

Client/Stakeholder Management

Quality & Compliance

Data Analysis & Reporting

Process Improvement

Communication & Leadership

Education

Graduate in any discipline

Tools

MS Excel

PowerPoint

Reporting/MIS 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.

Key Competencies:

• People Management
• Operations Management
• Customer Escalation Management
• Performance Management
• Client/Stakeholder Management
• Quality & Compliance
• Workforce/Capacity Awareness
• Data Analysis & Reporting
• Process Improvement
• Communication & Leadership

KPIs

The Assistant Manager will be responsible for driving:

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