Job Description

Assistant Manager - Voice Operations

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.

- WFM Role

- Call forecasting

- Scheduling

- Shift/roster management

- Intraday call management

Operations Role :

- Supervises a team of 15 to 20 IQAs.

- 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 members

- Refers complaints of service or process failure to WNS Manager / Aetna 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 stakeholders

- Communicates 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

Graduate :

- Knowledge of Avaya and CMS mandatory

- Should be ok with working in 24 - 7 environment

- Should be ok to work from home / work from office

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