Assistant Manager - Operations(Web Chat)

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)