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.

To manage the day to day operations effectively.Key responsibilities and accountabilities:Responsible for handling the day to day activities for teamResponsible for performance of team members, ensure individual targets metAnswer calls and escalations in the capacity of a manager and provide accurate resolution to the customers/clientMonitor, record, analyze and report on activities, trends, results and recommendations relating to team performance.Ensure all client SLAs are managed well and met. Meet internal targets for Attendance and AttritionPeople connects – ensure ESATCommunicate with client as required, through written, verbal communication and ensure resolution to customer queries.Use personal judgment and initiative to develop effective and constructive solution to challenges.Attend training and to develop relevant knowledge and skills.Develop self, and maintain knowledge in relevant field at all timesSpecial Role Requirements:Ability to communicate effectively and motivate team membersExcellent people management skillsShould possess excellent decision-making skills.Must be an excellent face-to-face and telephone communicatorSelf-driven, results-oriented with a positive outlook, and a clear focus on high quality delivery.A natural forward planner who critically assesses own performance.Mature, credible, and comfortable in dealing stringent targets and timelines.Empathic communicator, able to see things from the other person's point of view.Sufficiently flexible to work in 24x7 work environment.Able to work extended hours on occasions when required.Keen for new experience, responsibility and accountability.Able to get on with others and be a team-player.Computer skills:Must be adept in use of MS Office particularly Excel and Word, and email

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