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WNS Holdings
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Customer Services Operations

Customer Services Operations

WNS Holdings

12 - 20 years

15 - 27 Lacs

Gurugram

Posted:2 days ago| Platform:

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Skills Required

CSAT Customer Service Customer Support Customer Satisfaction Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

WNS is hiring for Customer Services Operations for Sr. Group Manager (AVP) - Gurugram location. Mode of working- WFO Job Description The Operations Manager will oversee and develop a team of customer service specialists, optimizing processes and systems to ensure high performance, customer satisfaction, and operational efficiency. Youll work closely with clients, internal teams, and leadership to drive business success. Key Responsibilities • Team Leadership & Development: Lead and motivate a large team to meet performance goals such as service levels, productivity, CSAT, and error rates. Provide coaching and career development opportunities. • Performance Management: Monitor and drive KPIs, implementing corrective actions when necessary to ensure top-tier service delivery. • Client Communication & Business Reviews: Communicate proactively with clients, preparing and presenting business reviews and performance updates. • Process Optimization & Scaling: Partner with cross-functional teams to implement scalable processes and systems that support growth. • Support & Escalation Management: Provide support to the team in handling escalated issues and customer inquiries.

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WNS Holdings

www.wns.com

Business Process Management (BPM)

Mumbai

45,000 Employees

248 Jobs

Key People

Keshav Murugesh

CEO
Ameet R. Kakkad

CFO
Rohit S. Sinha

COO
Dinesh S. Satyam

Chief HR Officer

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