Assistant Manager - Operations at WNS Global Services

About the Job

Job Description

• Manages and oversees a team of call center agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI’s like inbound calls, call waiting, and call abandonment.
• Assists with taking agents’ calls if they can’t handle the workload.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance, and make sure work procedures are complied with.
• Assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Should have Travel background and GDS background

Qualifications

• Grade 12

Additional Information

• Travel Background essential 
• GDS or similar system knowledge