WNS Call Center Manager Interview Questions and Answers

To reduce attrition, focus on employee engagement, career development, work-life balance, and effective communication.

• Improve communication between management and employees

• Provide opportunities for career growth and development

• Offer work-life balance initiatives such as flexible schedules or remote work options

• Create a positive work environment that promotes employee engagement and satisfaction

Shrinkage can be controlled by implementing strict inventory management practices.

• Implementing regular inventory audits to track discrepancies

• Training employees on proper handling and storage of products

• Utilizing security measures such as surveillance cameras and security tags

• Analyzing sales data to identify patterns of shrinkage

• Implementing a system for reporting and investigating any suspected theft or loss

Improving communication involves active listening, clear messaging, feedback, and utilizing various channels.

• Encourage active listening to ensure understanding

• Provide clear and concise messages to avoid confusion

• Offer feedback regularly to address any issues or concerns

• Utilize various communication channels such as emails, meetings, and instant messaging

• Implement communication training for team members

To reduce error count, implement standardized processes, provide training, conduct regular audits, and encourage open communication.

• Implement standardized processes to ensure consistency and reduce human error

• Provide training to employees to improve skills and knowledge

• Conduct regular audits to identify and address potential errors

• Encourage open communication to allow team members to discuss and resolve issues

• Utilize t

Experienced operations professional with a proven track record of leading teams to success.

• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities

Attrition and shrinkage are common terms used in operations management to explain the loss of employees and resources.

• Attrition refers to the natural reduction in staff numbers due to resignations, retirements, or terminations.

• Shrinkage refers to the loss of resources such as inventory, equipment, or funds due to theft, damage, or errors.

• Both attrition and shrinkage can have a negative impact on operational efficiency ...read more

Experienced operations professional with a proven track record in leading teams to success.

• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities

BPO KPIs are key performance indicators used to measure the success of operations in a business process outsourcing company.

• BPO KPIs are metrics used to evaluate the performance of various operations within a BPO company.

• Examples of BPO KPIs include average handle time, first call resolution rate, customer satisfaction score, and agent utilization rate.

• These KPIs help BPO companies track and improve their operational e...read more

XYZ is a software tool used for managing customer interactions in a call center setting.

• XYZ helps streamline communication between customers and call center agents.

• It allows for tracking customer inquiries, resolving issues, and providing support.

• The software may include features like call routing, call recording, and performance analytics.

Inclusive and denial are terms used in accounts receivable to describe payment statuses.

• Inclusive refers to payments that have been received and applied to the account.

• Denial refers to payments that have been rejected or not received.

• Inclusive payments are typically marked as 'Paid' or 'Received' in the system.

• Denial payments may require further investigation or follow-up with the payer.

• Understanding the status of paym...read more

Authorization is the process of obtaining permission or approval to perform a specific action or access certain information.

• Authorization is necessary for accessing sensitive data or performing certain tasks.

• It involves verifying the identity and permissions of an individual or entity.

• Examples include obtaining authorization to access medical records or make financial transactions.