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Assistant Manager - Operations(Web Chat)

4 - 7 years

5 - 7 Lacs

Pune

Posted:3 months ago| Platform: Naukri logo

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Skills Required

Client Management Team Handling SLA Management Operations Attrition Shrinkage

Work Mode

Work from Office

Job Type

Full Time

Job Description

Total Work Experience (in years): 5 Qualifications: Graduate or equivalent in any discipline from any recognized university Domain Knowledge and Experience (Web Chat Experience Mandatory) Prior experience of Team handling for 2 years Roles and Responsibilities: 1. Leading a team of 30-35 agents and SME's to perform effectively against set SLAs/KPIs 2. Executing strategies to improve your teams overall performance 3. Leading interventions to deliver change and transformation within the business adding value to the business 4. Managing teams with effective leadership, coaching and support 5. Working closely with other departments to ensure effective operations 6. Working in a fast paced environment and getting productivity our of team 7. Adhering to WNS policies and ensuring that their team follows all policies Special Skills 1. MS Office skills (Excel, PowerPoint) are required. Power BI knowledge is a plus 2. Data reading and interpretation skills 3. Team Management- handling attrition, shrinkage and other governance/admin activities. 4. Coaching & Counselling Skills 5. Stakeholder Management 6. Analyzing & Planning 7. Communication skills for Client interaction Note : Willingness to work in 24*7 environment Language Capability English Spoken Proficiency Required Excellent communication skills Written Proficiency Required Technical Proficiency & Requirements 1. Hands on experience of using desktop or Laptop with basic troubleshooting skills 2. Comfort in Learning and Using Digital Tools 3. Knowledge of using Virtual meeting application e.g.; Skype, Zoom, Teams or WebEx 4. Intermediate understanding in using Broadband, Wi-Fi or phone internet tethering with desktop or Laptop 5. Existing Home Broadband or Wi-Fi Connection. (preferred)6. Inverter back up available. (preferred)

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WNS Holdings
WNS Holdings
www.wns.com

Business Process Management (BPM)

Mumbai

45,000 Employees

347 Jobs

    Key People

  • Keshav Murugesh

    CEO

  • Ameet R. Kakkad

    CFO

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