Assistant Manager - Operations - Travel

WNS; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Benefits offered by this job

Work from Office

Rotational shifts

Week offs

Job summary

WNS, part of Capgemini, is seeking a diligent team lead to manage performance and coach associates in our Gurgaon delivery center. You will handle customer service escalations, run regular huddles, set goals, and ensure client satisfaction through data-driven action plans.

The role requires a college degree with at least 2 years of experience and travel. Shifts are rotational with work from office, and you will collaborate with cross-functional teams to deliver lasting value for clients.

Qualifications

• College degree is required
• At least 2 years of work experience; travel required

Responsibilities

• Manage team performance and provide coaching feedback
• Handle customer service and escalation when needed
• Conduct team huddles, coaching sessions and one-on-one meetings
• Review performance data and create action plans
• Keep the client informed of trends and developments
• Facilitate learning sessions to improve associate skills
• Perform admin tasks such as reports and dashboards

Skills

Team Management

Coaching

Customer Service

Escalation

Education

College Degree

Job description

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.

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

Requirements: