WNS - Manager - Operations

Job Description:

- Plan for current day workflow and present performance for previous day to Head of Operations

- Overseeing Team delivery on all agreed KPIs Da+C8y to day client communication

- Weekly quality and efficiency review with Team and process head

- Daily workflow check and prioritization as per TAT

- Shrinkage management as per forecast Weekly / Monthly review for SLA delivery

- Authorizing and implementing training and development requirements highlighted by Team / Clients

- Weekly forecasting and resource planning to manage volumes

- Payroll / Invoice inputs for overtime and incentives System check audits to ensure no downtime

- Reviewing process and people impact on new transitions / cross skilling and propose business effective solutions

Domain - BPO Operations/ Shipping and Logestic/ Blended Process