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237 WNS Jobs

Group Manager - Chat (Mandatory)

8-13 years

₹ 12 - 14L/yr

Pune

1 vacancy

Group Manager - Chat (Mandatory)

WNS

posted 4d ago

Job Description

Role & responsibilities :


Note: Experience in Chat process is Mandatory


  • Group Manager will manage team of 80-100 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
  • Manages a group of FLM (AM/DM) and is primarily responsible for delivering SLAs and schedule for tasks performed.
  • Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
  • Handle day to day operations with focus on coaching, recognition, performance management and analysis including data trends and drivers.
  • Manage customer/client escalations effectively as per guidelines.
  • Interact regularly with the clients to share updates, manage operational reviews.
  • Responsible for client and employee satisfaction and reduce attrition by working closely with the HR, while also collaborating with other process owners and training / quality managers to share best practices and drive higher results.
  • Determine capacity planning, hiring needs and interviewing to onboard appropriate skill sets required for service delivery.
  • Drive Transformation and process improvement initiatives in the processes.
  • Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.


Skills required:

  • Demonstrated leadership ability and excellent people management skills.
  • Knowledge and experience in organizational effectiveness and operations management
  • Excellent computer skills and proficient in Excel, Word, Outlook, and Access
  • Excellent communication skills both verbal and written.
  • Excellent interpersonal skills and a collaborative management style
  • A demonstrated commitment to high professional ethical standards in a diverse workplace
  • Open to direction and Collaborative work style and commitment to get the job done.
  • High comfort level working in a diverse environment.
  • Solutions mind-set, passion to drive better customer experience.
  • Ability to adapt self with the team in-case of adversity, business challenges/requirement.

Attention to details







Employment Type: Full Time, Permanent

Read full job description

WNS Interview Questions & Tips

Prepare for WNS Group Manager roles with real interview advice

Top WNS Group Manager Interview Questions

Q1. Different types of constraints and difference between primary key and foreign key?
Q2. What will you check if a person is NRI has come to branch for open a bank account.
Q3. What will you do if you find out a suspicious transaction?
View all 282 questions

What people at WNS are saying

3.3
 Rating based on 172 Group Manager reviews

Likes

The name is there in the market but there is very less work life Ballance.

  • Job security - Good
Dislikes

The company itself is not good to work. No work life balance. They play with your bonus out and give it as per their wish. Minimum duration for promotion is 4 years even if you perform good. Want you to work on weekends also

  • Promotions - Poor
  • +1 more
Read 172 Group Manager reviews

Group Manager salary at WNS

reported by 1.2k employees with 8-21 years exp.
₹10.5 L/yr - ₹35 L/yr
12% less than the average Group Manager Salary in India
View more details

What WNS employees are saying about work life

based on 12k employees
54%
71%
69%
68%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

WNS Benefits

Submitted by Company
Job Training
Health Insurance
Soft Skill Training
Cafeteria
Submitted by Employees
Free Transport
Cafeteria
Job Training
Soft Skill Training
Health Insurance
Work From Home +6 more
View more benefits

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WNS Pune Office Locations

View all
Pune Office
WNS Global Services, 3rd to 7th Floor, Wing A & B, Tower 1, Cyber City, Magarpatta City, Hadapsar Pune
Maharashtra 411013
Pune Office
WNS Business Management Consultant, 104, Sakore Nagar Road, Sakore Nagar, Viman Nagar Pune
Maharashtra 411014

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