Role & responsibilities

- Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency.
- Meet, if not exceed all service levels through effective planning and forecasting.
- Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress.
- Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success.
- Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency.
- Conduct regular staff meetings to discuss the account status and progress keeping the management team abreast with the latest developments.
- Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service.
- Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships.
- Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees.




- Perform other duties and responsibilities that may be assigned from time to time.
- Envision the program's future and implement plans, strategies and policies to guide and direct employees to achieve it.
- Supervise and coordinate the program operations and make sure employees have the resources needed to do their jobs.
- Establishing organizational compliance and control standards to ensure company staff follow ethical business practices.
- Building the program and company image through effective and progressive interaction with clients and other departments.
- Establish and maintain operational performance metrics based on identified service level agreements.
- Process improvement initiative for the account in line with company's goals and objectives.
- Create an executable framework for people's development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities.
- Adherence to all company-related compliance details.
- Proactive communication and early engagement with recent hire employees, and ensure overall employee satisfaction for the span.

📌 Walk-in || WNS, Part of Capgemini | Group Manager - Operations (Bengaluru)
🏢 WNS part of Capgemini
📍 Bengaluru