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.

 Establish and maintain regular feedback mechanisms, including weekly 1:1 meetings and team discussions, to review performance, identify areas for development, and provide coaching opportunities. Provide real-time performance management through consistent monitoring, including call reviews, to uphold quality standards. Serve as the primary escalation point for Travel Advisors, addressing and resolving complex issues and removing obstacles to ensure smooth operations. Actively participate in and contribute to team meetings, fostering an environment of open communication and collaboration. Monitor the agents impacts on customer satisfaction. Proactively track key performance indicators (KPIs) such as call quality, average handle time (AHT), and first call resolution (FCR), etc Ensure you effectively addresses customer complaints and concerns in a timely manner, contributing to the overall customer experience. Has to coordinate and communicate with clients/vendors via voice channel Will work on a 24/7 shift schedule including graveyard shifts, weekends, and holidays.

 Analytical skills and time management, exceptional customer service skills, eye for detail Strong interpersonal and English communication skills (verbal & written) with the ability to communicate effectively with both internal and external stakeholders. GDS skill on any GDS (preferred) Understanding of travel tools/geography (preferred) Experience in travel industry Previous experience (2-3 yrs) of leading team of agents (10-15 members)