Sign up with

Already have an account? Log in here

Need some help?
Talk to us at +91 7670800001

REF81376M- Assistant Manager - Operations - (Voice domain) at WNS Global Services

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

22 Dec, 25

Salary

0.0

Posted On

23 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Supervision, Customer Service, Training, Performance Tracking, Complaint Investigation, Contract Compliance, Communication, Disciplinary Actions

Industry

Business Consulting and Services

Description

Company Description WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Job Description Supervises a team of 15 to 20 Agents. Responsible for knowing the intricacies of Aetna pilot contract and complying with contract standards Coordinates IQA needs within assigned team as required to ensure optimal customer service to members, providers and Aetna’s internal team membersRefers complaints of service or process failure to Manager / Process Owner Responsible for tracking CSR performance and specific follow-up training Conducts training with team members and ensures up-to-date information is provided to each provider, member and other stakeholdersCommunicates with Clinical Coordinators and Providers by phone to ensure prompt and courteous service for all questions Investigates complaints and corrects errors, following customer and company procedures. Initiate disciplinary actions concerning team members, i.e., verbal warnings, records of discussion, and formal disciplinary documentation. Forwards information to Manager for the completion of action Qualifications Graduate

Responsibilities

Supervises a team of 15 to 20 agents and ensures compliance with contract standards. Responsible for tracking performance, conducting training, and addressing complaints.