Lead Associate - Operations

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.

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

2+ years experience as supervisor/acting supervisor in a call center environment· Strong leadership and team management skills· Exceptional verbal and written communication abilities· Ability to analyze data and make informed decisions· Knowledge of call center operations and metrics· Proficiency in call center management software and Microsoft Office