Operations Manager

1 week ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Description:

Process management

  • Responsible for management and coordination of overall operations, SLA delivery across all processes, quality, and general administration for a very key Insurance data process.

Client interaction

  • Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.
  • Manage conference calls/other communication with the client and build a rapport with key client contacts.

Team Management and People Development

  • Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counselling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

Internal coordination with Projects and BU's to meet SLA standards

Transitioning support

  • Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

Qualifications:

  • Minimum 3 years' experience working in a Contact Center environment.
  • Demonstrated people management skills with evidence of achieving or exceeding operational targets and SLAs.
  • Demonstrated effective coaching experience, with measurable capability improvement in coaching subjects.
  • Intermediate Microsoft Office Suite
  • College Graduate (Preferred)
  • Amenable to work Onsite - Bridgetowne (Quezon City)

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