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Assistant Manager
4 months ago
Job DescriptionRoles & Responsibilities:
Ø Assistant Manager will manage team of 15-25 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 contractualdeliverables are met.Ø Drive team performance, KPI management, reporting, absenteeism, attrition, etc.Ø Manage customer/client escalations effectively as per guidelines.Ø Understand customer queries, feedback and respond in a positive manner.Ø Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
Ø Should be flexible to work in Hybrid model or office as specified by business / processØ Hiring, retaining and development of best talent in the industryØ Liaise and work closely with other support function to achieve organizational goalsSkills required:Ø Demonstrated leadership ability and excellent people management skills.Ø Knowledge and experience in organizational effectiveness and operations managementØ Excellent computer skills and proficient in Excel, Word, Outlook, and AccessØ Excellent communication skills both verbal and writtenØ Excellent interpersonal skills and a collaborative management styleØ A demonstrated commitment to high professional ethical standards in a diverse workplaceØ Open to direction and Collaborative work style and commitment to get the job doneØ High comfort level working in a diverse environmentØ Solutions mind-set, passion to drive better customer experience.Ø Ability to adapt self with the team in-case of adversity, business challenges/requirement.
Ø High attention to detail and accuracyØ Result driven team playerØ Effective negotiation, influencing and persuasion skillsØ Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatorystandardsQualificationsMatric/Grade 12 Certificate;Relevant Tertiary qualification is preferableAdditional Information