Assistant Manager - Operations
Posted 5 days ago
Job Description
Role OverviewThe Assistant Manager – Contact Center is responsible for managing day-to-day operations, ensuring service level adherence, driving team performance, and delivering high-quality customer experience. The role involves leading teams, monitoring performance metrics, and implementing process improvements to achieve operational excellence Operational ManagementEnsure adherence to SLAs, KPIs, and business targets (AHT, TAT, Quality, CSAT)Monitor real-time queue performance and take proactive actions to manage service levelsHandle escalations and ensure timely resolution of customer issuesDrive productivity and efficiency across teamsTeam ManagementLead and manage a team of Team Leaders / ExecutivesConduct regular performance reviews, feedback sessions, and coachingIdentify training needs and support capability developmentDrive employee engagement and retention initiativesPerformance & ReportingTrack and analyze key metrics (AHT, Shrinkage, Utilization, Accuracy, CSAT)Publish daily/weekly/monthly performance reportsIdentify trends, gaps, and improvement opportunitiesEnsure data accuracy and reporting consistency
Qualifications
Graduate
Other open roles at WNS Global Services(6)
WNS helps global businesses Outsmart the Future through innovative business transformation, analytics, and digital solutions that deliver sustainable growth.
Key team members
Burt Salop
Jobr aggregates jobs directly from company career portals — no middlemen. Our team applies on your behalf with AI-tailored resumes, reviewed by a human before submission.