WNS - Group Manager/Consultant - Quality - BPO/KPO/Captive/Contact Centre

Group Manager/Consultant - Quality

Job description :

Industry : BPO/ KPO/ Captive /Contact Centre Background Only.

Open for Multiple locations - Pune, Mumbai, Bangalore, Vizag & Gurgaon.

- Drive Improvement projects/activities across the vertical.

- Transfer the knowledge and skills learned during the expert training sessions to other employees.

- Redesign processes to suit the improvement plan

- Work closely with operations team to collect data and assess the current situation.

- Net work with other experts to exchange learning and good practices both internally and externally

- Remove barriers to progress

- The incumbent should have zeal in working in a dynamic BPO environment and keenness in acquiring working knowledge of the operations and processes on site.

- Should possess good analytical skills, communication and negotiation skills.

- Should have good interpersonal skills and should be capable of motivating people.

- Must have required attitude and skills to practice WNS Values at the workplace.

- Should possess good business acumen and strongly result oriented with passion to reach.

- Should be willing to question the authority

- Should be willing, credible and open

- Liaise with functional / vertical managers to accept and agree the need for change

- Overcome the resistance of people towards change

- Questioning and challenging the authority.

- Should be able to introduce different innovative concepts

- Liaise with functional / vertical managers to accept and agree the need for change

- Overcome the resistance of people towards change

- Questioning and challenging the authority

- Should have a strong logical bent of mind

Knowledge/Qualifications/ Competency :

- Any Graduate / PG.

- Good Communication/Presentation Skills.

- Well versed with Ms- Excel / PPT's .

- Excellent Knowledge & hands on experience in quality methodologies .Well Versed with Minitab

- Black Belt Trained & Tested or Black Belt Certified Preferred . Candidates preferred with onsite Consulting work experience in Process Improvement Projects. (Strong Consulting experience / Good onsite exposure / Excellent Statistical Knowledge)

- Having a Valid Passport

Special Role Requirement :

- Individual Contributor Role.

- Willing to travel across sites & locations

- UK Shifts

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Ability to present/ address in public