WNS - Senior Group Manager - Training

Position Title - Sr. Group Manager - Training (AVP equivalent)

Key Responsibilities -

- Work with the team leads in providing inputs on development areas of the associates

- Perform other duties and responsibilities that may be assigned from time to time

- Attends meetings within the program or with another department whenever necessary

- Listen to calls and provide coaching and feedback to associates on a language perspective

- Provide real time support to advisors

- Should be knowledgeable on the business/process

- Should have good communication skills and would be interacting with internal stakeholders and to some extent with the end clients

- Should have analytical ability and ability to understand the business impact of nos.

- Should be able to manage multiple teams and multiple location by providing KPI and driving it

- In depth understanding of training metrics and impact to business metric

- In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements

- Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

- Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

- Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function

- Maintain vertical hygiene by ensuring reports, data and documents are in place

- Promote standardization by creating SOPs

- Promote behavioral training programs and promote the programs in order to ensure maximum participation

- Act as a mentor for the team and hold the team together by promoting an environment of learning and team work

Experience:

- Minimum requirement of 12 months tenure as a Group Manager (IJP)

- At least 3-5 years of relevant work experience as Sr Group Manager in Training

Minimum Qualifications -

- Candidate must possess at least a Bachelors/College degree, any field

- Excellent Interpersonal skills

- Excellent English communication and writing skills

- Excellent facilitation skills

- Should have an eye for detail

- Coaching and feedback skills

- Excellent knowledge of contact center and customer service operations

- Should possess an eagerness to learn on the job

- Excellent knowledge of MS Office, especially - Excel- & - PowerPoint-

- Knowledge in Reporting Tools, EWFM, Financial Snapshots etc

Additional Skills/ Requirement

- LEAN/YB/ GB certification preferred

- Team & multi-location handling experience

Reports To:

General Manager - Training