Lead Associate Operations

2 weeks ago


Noida, Uttar Pradesh, India WNS Holdings Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Minimum 35 years in customer service, with at least 2 years in a supervisory or team lead role.
  • To lead and manage a team of customer service representatives, ensuring high-quality service delivery, team performance, and adherence to company standards and KPI.
  • Supervise daily operations of the customer service team
  • Monitor and evaluate agent performance using KPIs and quality metrics
  • Handle escalated customer issues and ensure timely resolution
  • Conduct regular coaching, feedback sessions, and performance reviews
  • Ensure compliance with company policies and service protocols
  • Collaborate with cross-functional teams to improve service processes
  • Prepare and present performance reports to senior management
  • Drive initiatives to enhance customer satisfaction and loyalty
  • Support recruitment, onboarding, and training of new team members
  • Maintain up-to-date knowledge of products, services, and systems

Preferred candidate profile

  • Strong leadership and team management skills
  • Excellent communication and interpersonal abilities
  • Proficiency in CRM systems and call center technologies
  • Analytical mindset with problem-solving capabilities
  • Ability to work under pressure and manage multiple priorities
  • Customer-centric approach with a focus on service excellence


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