Operations Lead
WNS
Operations Lead
WNS
Global BPM and analytics services provider
• Lead and manage a team of customer service representatives to achieve operational, productivity, and performance targets.
• Monitor daily team performance, including attendance, service levels, quality and customer satisfaction.
• Conduct regular coaching, performance discussions, and feedback sessions to help agents meet and exceed targets.
• Handle escalations and provide timely resolutions to complex customer or operational concerns.
• Must have at least 3 years relevant work experience in a BPO setting
• Domain account experience preferred
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
WNS provides business process management and analytics services to large enterprises. It helps clients improve operational efficiency, customer experience, and decision-making by delivering end-to-end BPM, research and analytics, finance and accounting, and digital transformation support across industries such as insurance, banking, healthcare, travel, and manufacturing. The company combines domain expertise with technologies like artificial intelligence, machine learning, and advanced analytics to create custom, data-driven solutions. Delivery centers worldwide enable scalable, agile service delivery and access to specialized talent, while a digital-first approach focuses on automation, cognitive computing, and data insights. WNS aims to form long-term partnerships that deliver measurable business impact across the value chain.
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