• WNS - Group Manager - Web Chat Operations Jobs in Pune,India - 25255342

  • WNS
  • Save Job
  • 8 - 12 Years
  • Posted : above 1 month

Job Description:

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 KPIs 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 clients 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


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

Shift Timing Rotational

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 30th May 2020

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