WNS - Group Manager - Web Chat Operations

Group Manager- Web Chat.

Location : Pune- Weikfield

- Provide Inputs to Senior Managers based on knowledge gathered by sheer experience on the process

- Develop and implement multi functional capability plans

- Own the hiring of new employees in their teams (skip level)

- Work and desk allocation

- Draw out Target plan with input from Client

- Understand the process and pre process needs from the client

- Define the initial and refresher training needs for the team with reference to SLA requirements and Productivity

- Maintain skill set inventory for teams

- Plan and implement employee and desk utilization strategy

- Team Meetings, Team Performance and development, Communicating updates

- Reviews, announcing targets, discussing Quality issues based on input from QM, Addressing people issues.

- Counseling employees team issues/ personal issues

- Develop and cascade KPI's to deliver SLA. Review performance measures daily. Plan employees according to work inflow by proper roistering

- Managing SLA and driving the team to achieve / exceed SLA Targets

- Implement corrective and preventive actions. Review results .Support the analysis

- Own responsibility for all employees (team) appraisal based on PIP data and feedback

- Lead, Review and allocate performance targets

- Monitoring the Incentive Performance and passing on the incentive ratings to HR

- Implement the suggestions to improve on productivity

- Motivate the team to ensure team retention

- Day to day facilities, finance and IT issues Daily, Weekly, Monthly Reports and implement changes to bring about process improvements

- Review productivity/ error trend analysis. Decide and action implement steps

- Support continuous improvement initiatives

- Implement best practice compilation and sharing

- Lead PIP analysis and drive performance

- For support functions - the DM works on the directions of the senior managers apart from the above non ops jobs.

- Ensure SLA 's are met

- Ensure profitability of projects / smooth functioning

- Timely and accurate information - Reports, Performance, Billing/recharges

- Ensure regular updates of BCP/DRP by the team managers

- Review of SLA and annexure with the customers and team

- Based on business viability provide input to business head for SLA renegotiation

- Regular agenda driven meetings, conference calls and reviews

- Follow up on action points as per time frame

- Create profile of customers

- Customer interaction with the team and lunch etc

- Wishing customers on occasions

- Research/background study thoroughly understand client's business

- Handover to account manager

- Follow with the account manager

- Internally review teams potential and capabilities

- Internal review cost/ budget every month

- Meeting with senior managers every month to discuss trend analysis - Productivity, Multifunctional

- Ensure key issues / success /concerns are highlighted

- Proactively come up with plans to resolve situations

- Seek customer appreciation of the team and convey to the employee

- Periodic sharing of business information and data analysis

- Work with the other DM/GM (Ops & Quality) to identify the gaps and plan development for the future

Knowledge/Qualification :

- Special Role Requirement: Excellent communication skills, most preferable with Voice and WebChat work experience.

Shift Timing : Rotational