Jobs at WNS Global Services SA

Job Description
Role:

• End to End Training Ownership: Will be responsible with end to end activities including; hiring, pre-process, process, nesting, floor activities related to training
• People Management: Should be able to identify EWS (Early Warning Signals), provide feedback, create coaching environment for deputy manager, trainers and trainees Key Accountability:
• Training Performance: End to end responsibility of training deliverables like throughput, certification, early production performance, etc.
• Performance Management: Should have excellent knowledge of training deliverable, metrics data analytics. Should be able to review training performance with Assistant Manager & Deputy Manager reporting to them and ensure action plan is created and followed to improve performance
• Escalation Management: Should be able to manage all internal and external escalation.
• Client Management: Should be able to manage client communication with clients which will include reports, reviews, audits, etc.
• Reporting: Ensure all training reports including internal stakeholder and clients should be shared on time accurately
• Review: Should be able to create review decks, present them and maintain action registry for closure of open items
• Content Review Should be able to direct the team conduct accurate TNI (Training Need Identification) and make changes in training plan accordingly
• Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.
• Stakeholder Management: Should be able to manage internal communication with peers, stakeholders
• Coordination: Coordination within and outside team to ensure activities and run smoothly
• Audits: Should be able to manage all internal and external audits
• Knowledge/ Qualification:
• Under Graduate/ Graduate
• IATA / UFTA certification preferred
• Special Role Requirement:Should be willing to work in 24*7 environment
•  Should be willing to work in non-weekend offs
• Excellent working knowledge of all MS Office tools like Excel, PPT, etc.
• LEAN/YB/ GB certification preferred
• Team & multi location handling experience preferred
• Excellent written and verbal communications

Qualifications

• Graduate
• Work Experience:Travel Experience: +3 Years – Desirable
• OTA Experience: + 1 Years – Desirable
• Training Experience: Should have sound understand of training function and should have spent + 5 years in training department – Mandate
• Team Management: +3 Years Certification/ Domain Certification (If Applicable): Travel & Tourism

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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