Senior Group Manager

4 days ago


visakhapatnam, India WNS Global Services Full time
Job Description

Key Responsibilities Include:Planning & managing workflow (for ongoing and ad-hoc assignments), turn-around time, SLAs, and productivityCommunication with Client and Internal stakeholders on day-to-day operations and setting right expectations with the team on daily deliverables, volume and qualityMonitoring of SOPs against output quality to ensure that they are updated at all timesLeading Governance calls and answering Client queries on operationsUndertaking quality control of completed work by reviewing outputs against pre-defined criteriaWorking with the team and providing continuous insights on the process/techniquesLeading Governance calls and answering Client queries on operationsUndertaking ad-hoc research task, following a clearly set out briefTimely & effective communications to clients on all metrics & management of escalations.Strong MIS SkillsSupport ISO, Six Sigma Projects to improve process performance on consistent basis.Identify barriers to team functioning and discuss possible solutions with relevant party and parties.Succession planning for the team members.Maintain good working relationship with onshore peers


Qualifications

Qualifications/ Knowledge: Minimum work experience of 15+ years in a contact center/ back office/ BPO environmentShould have prior experience of managing team of 150-250 FTEProficient English reading and writing skillsProficient in Microsoft Office applicationsHighly organized with a proven track record of delivering to deadlinesExceptional attention to detail and output orientedProblem solving skillsEffective communication and analysis skillsExperience in project management role is a mustGraduate / Post Graduation in any field


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