Walk-in | WNS, Part of Capgemini | Group Manager - Operations

WNS, Part of Capgemini; Bengaluru; On-site; INR 700,000 - 1,300,000; Full time

Job summary

WNS, Part of Capgemini in Bengaluru invites applications for an Operations Leader who will direct and continuously improve business operations to boost customer satisfaction and chat efficiency. You will plan, forecast, and coach teams to meet service levels and drive process improvements.

Collaborating with HR, Training, QA, WFM, Finance and IT, you will establish standards, recruit strong agents, and foster a compliant, ethical culture while guiding the program's future strategy and growth.

Responsibilities

• Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency.
• Meet, if not exceed all service levels through effective planning and forecasting.
• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress.
• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success.
• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency.
• Conduct regular staff meetings to discuss the account status and progress keeping the management team abreast with the latest developments.
• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service.
• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships.
• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees.
• Perform other duties and responsibilities that may be assigned from time to time.
• Envision the program's future and implement plans, strategies and policies to guide and direct employees to achieve it.
• Supervise and coordinate the program operations and make sure employees have the resources needed to do their jobs.
• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices.
• Building the program and company image through effective and progressive interaction with clients and other departments.
• Establish and maintain operational performance metrics based on identified service level agreements.
• Process improvement initiative for the account in line with company's goals and objectives.
• Create an executable framework for people's development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities.
• Adherence to all company-related compliance details.
• Proactive communication and early engagement with new hire employees, and ensure overall employee satisfaction for the span.

Job description

Role & responsibilities

• Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency.
• Meet, if not exceed all service levels through effective planning and forecasting.
• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress.
• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success.
• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency.
• Conduct regular staff meetings to discuss the account status and progress keeping the management team abreast with the latest developments.
• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service.
• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships.
• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees.
• Perform other duties and responsibilities that may be assigned from time to time.
• Envision the program's future and implement plans, strategies and policies to guide and direct employees to achieve it.
• Supervise and coordinate the program operations and make sure employees have the resources needed to do their jobs.
• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices.
• Building the program and company image through effective and progressive interaction with clients and other departments.
• Establish and maintain operational performance metrics based on identified service level agreements.
• Process improvement initiative for the account in line with company's goals and objectives.
• Create an executable framework for people's development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities.
• Adherence to all company-related compliance details.
• Proactive communication and early engagement with new hire employees, and ensure overall employee satisfaction for the span.