Assistant Operations Manager

WNS Holdings; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation

Incentives

Career growth opportunities

International exposure

Performance-driven environment

Job summary

WNS Holdings in Bangalore is seeking an experienced Assistant Manager – Voice Process to lead day-to-day operations of an international/domestic voice process. You will guide Team Leaders and customer service associates to achieve KPIs, handle escalations and maintain service quality.

Experience in voice BPOs, strong KPI knowledge, and leadership skills are essential. The role involves coaching, client interactions, and ensuring smooth transitions during peak volumes, with a 100% on-site

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.
• 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.

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, 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.

Skills

BPO Operations

Team Leadership

KPI & Metrics

MS Excel

PowerPoint

Stakeholder Management

Communication

Analytics

Education

Bachelor's degree or equivalent

Tools

MS Excel

PowerPoint

Reporting/MIS tools

Job description

Assistant Manager Voice Process

Location: Bangalore, Karnataka
Work Mode: Work From Office (WFO)
Industry: BPO / BPM / Customer Experience
Shift: Rotational Shifts, including night shifts
Employment Type: Full-Time

Job Summary

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, 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

What We Offer

• Competitive compensation based on experience and current market standards.
• Performance-linked incentives, where applicable.
• Career growth opportunities within BPO operations.
• Exposure to international clients and processes.
• Professional and performance-driven work environment.