Assistant Manager - Operations

REF81376M- Assistant Manager - Operations - (Voice domain)

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

Experience Level

Mid Level