Job Description
• Lead and manage a team of 15–20 Service Associates, ensuring performance, productivity, and compliance with company policies.
• Conduct team meetings, coaching sessions, and performance reviews to support employee growth.
• Monitor team performance and provide regular 1-on-1 coaching and feedback.
• Maintain optimal floor coverage and ensure smooth daily operations.
• Communicate process updates, client requirements, and company announcements to the team.
• Partner with Operations and Client Leadership on business reviews and operational concerns.
• Recommend engagement and incentive initiatives to improve team performance.
• Support recruitment by interviewing and assessing candidates for agent-level positions.
• Assist the Group Manager with operational responsibilities and take over during their absence.
• Support special projects and other business requirements.
Qualifications
• Minimum of 8+ years experience entailing BPO, particularly in domain accounts
Key Role Responsibility
• Ensures service levels, targets, and client requirements are met.
• Manages client relationships and provides regular performance updates.
• Analyzes performance and implements process improvements and action plans.
• Ensures compliance with client and company policies and procedures.
• Coordinates with cross-functional teams to resolve operational issues.
• Monitors trends, financial performance, and account profitability.
• Leads, mentors, and develops Assistant Managers and Supervisors.
• Manages priorities, delegates tasks, and ensures timely completion.
• Prepares performance dashboards, capacity reports, and other reports.
• Drives team engagement through coaching, team-building, and recognition activities.
Additional Information
Benefits and Company Perks:
• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves
Company Description
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.