Assistant Manager - Operations - Travel

SmartRecruiters, Inc.; Gurgaon; On-site; INR 500,000 - 800,000; Full time

Job summary

WNS, part of Capgemini, seeks a team lead to manage daily operations and ensure customer satisfaction within our client delivery center. You will coach associates, conduct performance reviews, escalate issues as needed, and drive continuous improvement with data-driven insights.

The role requires at least 2 years of experience, a college degree, and willingness to work rotational shifts from office in Gurgaon area. Travel may be required.

Qualifications

• College degree required.
• Minimum 2 years work experience; travel may be required.

Responsibilities

• Manage team performance
• Provide effective coaching and constructive feedback to subordinates
• Take customer service and escalation when needed
• Holds team huddle/coaching session/goal-setting/one on one as needed/required
• Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
• Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met
• Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team
• Facilitates learning sessions to enhance associate technical and communication skills
• Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks

Skills

Team leadership

Coaching

Education

College Degree

Job 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.

Job Description

Manage team performance

Provide effective coaching and constructive feedback to subordinates

Take customer service and escalation when needed

Holds team huddle/coaching session/goal-setting/one on one as needed/required

Handles escalated requests and researches answers posted by associates to ensure customer satisfaction

Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met

Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team

Facilitates learning sessions to enhance associate technical and communication skills

Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks

Qualifications

College Degree

At least 2 years work experience Travel Experience

Additional Information

Rotational shifts and week offs
Work from Office