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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

Job Summary:
Demonstrates basic knowledge for managing all facets of assigned team. Manages critical performance indicators, and provides guidance and coaching to reach company targets. Observes day to day interactions between front line employees/customers, and develops specific coaching plans to help frontline employees exceed goals. Manages multiple goals, objectives, programs, policies, and procedures in a business area gained through experience and training.
Key Responsibilities:
• Manage and lead front-line employees  by creating a highly motivated and rewarding work environment using guidance, feedback recognition, empowerment, listening, valuing diversity, and acting as a role model for others
• Develops strategies and objectives directed toward meeting unit goals, handling and resolving customer escalations, and exceeding customer expectations
• Direct workflow of unit and assign job responsibilities according to unit goals, including the management of demand and capacity to ensure an exceptional, personal, and effortless customer experience
• Establish/communicate vision and mission messaging, job performance standards, and work procedures
• Identifies and addresses training needs in all critical processes, procedures, and business rules including the most current and up to date sales/service processes depending on assigned team
• Manage team performance, and make recommendations/implement action plans to help employees succeed
• Conduct performance reviews, evaluates employee potential, and recommend employee promotions, merit increases, or terminations
• Establish and maintain production standards and measurement methods by aiding employees in interpreting information, understanding, and applying basic principles, policies and procedures.
• Effectively provide coaching, guidance, and feedback by practicing talk paths, expectation setting and sales techniques (when applicable)
• Committed to creating and supporting an inclusive work environment and administering Human Resources guidelines and policies and resolves employee’s issues and concerns regarding these policies
Supervisory Responsibilities:
This job does have supervisory duties
Preferred Qualifications:
Education and Experience
• 2 or more years of related experience
• Bachelor’s Degree of equivalent experience
Certificates, Licenses, Registrations
• Property

Physical and Mental Requirements:

·         Ability to safely and successfully perform the essential job functions with or without a reasonable accommodation, including meeting qualitative and/or quantitative productivity standards.

·         Ability to maintain regular, punctual attendance.

·         Ability to sit for 6-8 hours.

·         Constant use of computer keyboard and mouse; repetitive use of both hands.

·         Occasional to frequent twisting of neck; occasional bending of neck and at waist.