Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
24/01 Hussain Kagalwala
Assistant Vice President - Talent Acquisition at Citi

Views:4079 Applications:444 Rec. Actions:Recruiter Actions:11

WNS - Senior Group Manager - Training (9-23 yrs)

Gurgaon/Gurugram Job Code: 657660

Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...

KRITI SHARMA, ASSISTANT MANAGER - OPS

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.