Assistant Manager - Operations
- Full-time
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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.
Job Description
- Order Management Process Specialist (Voice Support - US Customers)
- Email Management
- Manage day to day Operations, team management, team development skills.
- Ability to create presentations, business cases and white papers, Create Power Bi Presentations, Excellent communication skills - should be able to converse with US based clients & professional in MS Office (especially Excel).
- Resilient and lateral thinking capability, Strong stakeholder and relationship management.
- Experience in Shipping Domain Preferable
- Good understanding about export , Import processes.
- Identify opportunities for process improvements and customer service enhancements to optimize the order management experience.
- Stay up-to-date with product knowledge, company policies, and industry trends to effectively address customer queries.
- Follow established guidelines for handling sensitive customer information and maintaining data privacy and security.
Qualifications
Grad / Post Grad
Additional Information
- Proven experience in customer service preferred. Will be an additional advantage if experience is in an order management or e-commerce environment.
- Strong communication skills with a clear and professional voice tone.
- Proficiency in using Salesforce Platform and Dial Pad/Avaya Phone systems
- Excellent problem-solving skills and ability to think critically in high-pressure situations.
- Empathetic and patient approach when interacting with customers, maintaining a positive attitude.
- Strong attention to detail and accuracy in recording and conveying information.
- Ability to adapt to changes in processes and technology and learn quickly.
- Familiarity with US customer service standards and cultural nuances.
- Availability to work flexible hours, including evenings and weekends as needed.