WNS - Group Manager - Voice - Utilities Domain

JD for Group Manager - Voice - Utilities for Pune Location.

- Candidate should be from pure Voice process and Customer service experience.

- Candidate from utility domain will be an added advantage

- Candidate should have minimum 8 yrs of experience

- Candidate's Current role should be of an Operation Manager or Deputy Manager for at least 3 yrs.

Roles & Responsibilities :

- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, identifying and evaluating state-of-the-art technologies; defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Develops call centre systems by developing customer interaction and voice response systems, and voice networks, designing user interfaces, developing and executing user acceptance test plans, planning and controlling implementations.

- Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems, preparing and completing action plans, completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees, administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.

- Meets call centre financial objectives by estimating requirements; preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.

- Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.