Senior Group Manager - Process Training at WNS Global Services SA

Job Description
Sr. Group Manager

• Summary:Site Lead – training Key Responsibilities:
• Work with the Training leads ( Group Manager / Sr Group Manager ) in providing inputs on development areas of the associates
• Perform other duties and responsibilities that may be assigned from time to time
• Attends meetings within the program or with another department whenever necessary
• Listen to calls and provide coaching and feedback to associates on a language perspective
• Provide real time support to advisors
• Should be knowledgeable on the business/process
• Should have good communication skills and would be interacting with internal stakeholders and to some extent with the end clients
• Should have analytical ability and ability to understand the business impact of nos.
• Should be able to manage multiple teams and multiple location by providing KPI and driving it
• In depth understanding of training metrics and impact to business metric
• In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements
• Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration
• Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives
• Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function
• Maintain vertical hygiene by ensuring reports, data and documents are in place
• Promote standardization by creating SOPs
• Promote behavioral training programs and promote the programs in order to ensure maximum participation
• Act as a mentor for the team and hold the team together by promoting an environment of learning and team work
• Represent the training function at weekly and monthly internal and client meetings
• Manage OJT performance Experience

Qualifications

• Graduate
• US Night Shift
• At least 3-5 years of relevant work experience as Sr Group Manager in Training

Minimum Qualifications

• Candidate must possess at least a Bachelor’s/College degree, any field
• Excellent Interpersonal skills
• Excellent English communication and writing skills
• Excellent facilitation skills
• Should have an eye for detail
• Coaching and feedback skills
• Excellent knowledge of contact center and customer service operations
• Should possess an eagerness to learn on the job
• Excellent knowledge of MS Office, especially ‘Excel’ & ‘Powerpoint’
• Knowledge in Reporting Tools, EWFM, Financial Snapshots etc