OPERATIONS MANAGER - Customer Service

•Fluency in English and one of the business languages: German, French or Spanish;
•Strong project management skills and experience;
•Excellent communication and presentation skills;
•Relationship management skills and Problem solving approach Mandatory;
•Proficiency in Microsoft Office Project and Microsoft Office Suite (Excel, Word, Access, Visio, PowerPoint);

•Manage a team of 50+ Customer Service Specialists on various projects and clients
•Understand the process business and structure;
•Delivering to agreed service levels, and define key performance indicators/project milestones;
•Ensure VOC (Voice of Customer) scores are met or exceeded once the process moves to production;
•Co-ordinate own responsibilities with those of other team members, so that no project is delayed;
•Hiring and Manpower planning: To personally hire all TL / QAL;
•Accountable for the integrity of key human resource processes including career development, salary review, resourcing approach and performance management;
•Coach/counsel direct reports on performance improvement and career development and set performance goals;
•Seek customer appreciation of the team and convey it to the employees;
•Internally review team’s potential and capabilities;
•Fixing a percentage of time, to conduct training for people reporting to him;
•Preparation of Budgets: Transition and other Operational Budgets;

WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.

We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics