Company Description WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Job Description Assistant Manager responsible for overseeing a group of employees to ensure that they are working efficiently and effectively towards achieving the team's goals. The Assistant Manager responsible for providing direction, guidance, and support to team members, as well as managing their performance and development.Key responsibilities of a team manager include:1. Setting goals and objectives for the team in alignment with the organization's overall objectives.2. Assigning tasks and projects to team members based on their skills and expertise.3. Monitoring team performance and providing feedback to team members on their work.4. Coaching and mentoring team members to help them improve their skills and performance.5. Resolving conflicts and issues within the team to ensure a productive and positive work environment.6. Collaborating with other teams and departments to ensure effective communication and coordination.7. Developing and implementing strategies to improve team performance and productivity.8. Conducting regular team meetings to communicate updates, share information, and address any concerns or issues.9. Monitoring and managing the team's budget and resources to ensure they are used effectively.10. Keeping up-to-date with industry trends and best practices to continuously improve the team's performance.Overall, an Assistant manager who will play a crucial role in leading and managing a team to achieve its goals and deliver results for the organization. They must possess strong leadership, communication, and organizational skills to effectively manage and motivate their team members. Qualifications Educational Background:A bachelor's degree in business administration, management, communication, or a related field is often preferred. Some companies may require a master's degree for higher-level management positions.Experience:Previous experience working in a customer service or contact center environment is essential, preferably with progressively increasing responsibilities.Experience in a supervisory or team leader role is highly beneficial, demonstrating leadership skills and the ability to manage a team effectively.Familiarity with inbound call center operations, including knowledge of customer service processes, call handling procedures, and CRM systems, is typically required.Leadership Skills:Strong leadership abilities, including the ability to motivate, mentor, and coach team members to achieve performance goals and objectives.Excellent communication skills, both verbal and written, to effectively communicate with team members, senior management, and other stakeholders.Analytical Skills:The ability to analyze data and metrics related to contact center performance, such as call volume, average handling time, first call resolution rates, and customer satisfaction scores.Experience in using data to identify trends, make recommendations for process improvements, and drive operational efficiencies.Problem-Solving Abilities:Effective problem-solving skills to address escalated customer issues, resolve conflicts within the team, and implement solutions to improve overall performance and customer satisfaction.The capability to make quick decisions under pressure and adapt to changing circumstances in a fast-paced environment.Customer Focus:A customer-centric mindset with a focus on delivering exceptional service and building positive customer relationships.The ability to understand customer needs, anticipate potential issues, and proactively address concerns to ensure a positive customer experience.Technical Proficiency:Proficiency in using contact center technologies and software, such as CRM systems, call routing software, workforce management tools, and quality monitoring platforms.Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications.Certifications:Relevant certifications in customer service management, contact center operations, or leadership (e.g., Certified Customer Experience Professional, Contact Center Manager Certification) may be advantageous but are not always required.
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