Assistant Manager

6 days ago

Iloilo City, Western Visayas, Philippines WNS Global Services, Inc. Full time ₱250,000 - ₱600,000 per year

Job Description

  • Assistant Manager will manage team of 15-20 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
  • Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
  • Manage customer/client escalations effectively as per guidelines.
  • Understand customer queries, feedback and respond in a positive manner.
  • Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
  • Should be willing to work from office.
  • Hiring, retaining and development of best talent in the industry
  • Liaise and work closely with other support function to achieve organizational goals
  • A proven track record of 3 years' management experience in a Contact Centre environment, preferably dealing with US clients

  • At least 2 years experience in handling Operations with a span of at least 15 employees

  • Minimum Qualification: Graduate / Grade 12 Certificate; Relevant Tertiary qualification is preferable

Skills required:

  • Demonstrated leadership ability and excellent people management skills.
  • Knowledge and experience in organizational effectiveness and operations management
  • Excellent computer skills and proficient in Excel, Word, Outlook, and Access
  • Excellent interpersonal skills and a collaborative management style
  • A demonstrated commitment to high professional ethical standards in a diverse workplace
  • Open to direction and Collaborative work style and commitment to get the job done
  • High comfort level working in a diverse environment
  • Solutions mind-set, passion to drive better customer experience.
  • Ability to adapt self with the team in-case of adversity, business challenges/requirement.
  • High attention to detail and accuracy
  • Result driven team player
  • Effective negotiation, influencing and persuasion skills
  • Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatory standards

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