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

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.