Group Manager at WNS Global Services
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WNS - Senior Group Manager - Training (9-23 yrs)
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