Senior Group Manager

4 weeks ago

Philippines WNS (Holdings) Limited (ADR) Full time

Senior Group Manager - Transactional Quality - REF80436F_ - Travel

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best in class benefits, Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Responsibilities
  • Quality Assurance Oversight: Develop and manage quality assurance programs to ensure consistent and excellent customer service.
  • Standards Establishment: Set standards for customer interactions, including call handling, response time, and adherence to procedures.
  • Monitoring Programs: Implement monitoring processes to assess agent performance and compliance with quality standards.
  • Training and Process Enhancement: Design training programs or process enhancements to address quality issues.
  • Budgeting and Tracking Expenses: Assume responsibility for budgeting and tracking expenses related to quality assurance initiatives.
  • Personnel Management: Hire, coach, and provide training to personnel to maintain high customer service standards.
  • Process Improvement: Continuously monitor and tweak ordering, phone support, and other processes.
  • Data Analysis: Gather and examine call center data, such as expenses, sales rates, and customer service indicators.
Qualifications
  • Experience: three to five years of experience working as an individual contributor in a similar field.
  • Knowledge: Thorough understanding of functional area and department processes.
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