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.

Role OverviewThe Assistant Manager – Contact Center is responsible for managing day-to-day operations, ensuring service level adherence, driving team performance, and delivering high-quality customer experience. The role involves leading teams, monitoring performance metrics, and implementing process improvements to achieve operational excellence Operational ManagementEnsure adherence to SLAs, KPIs, and business targets (AHT, TAT, Quality, CSAT)Monitor real-time queue performance and take proactive actions to manage service levelsHandle escalations and ensure timely resolution of customer issuesDrive productivity and efficiency across teamsTeam ManagementLead and manage a team of Team Leaders / ExecutivesConduct regular performance reviews, feedback sessions, and coachingIdentify training needs and support capability developmentDrive employee engagement and retention initiativesPerformance & ReportingTrack and analyze key metrics (AHT, Shrinkage, Utilization, Accuracy, CSAT)Publish daily/weekly/monthly performance reportsIdentify trends, gaps, and improvement opportunitiesEnsure data accuracy and reporting consistency

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