Lead Associate - Operations

Responsibilities

• Manage team performance and provide effective coaching and constructive feedback to subordinates
• Handle customer service escalations and research answers to ensure high satisfaction levels
• Conduct team huddles, coaching sessions, goal-setting meetings, and one-on-one check-ins
• Review and analyze performance data to create and execute action plans to meet goals
• Facilitate learning sessions to enhance the technical and communication skills of associates
• Maintain regular communication with clients regarding team trends, changes, and developments
• Perform administrative tasks including daily capacity reports and performance dashboards

Requirements

• 2+ years of experience as a supervisor or acting supervisor in a call center environment
• Strong leadership and team management skills
• Exceptional verbal and written communication abilities
• Proven ability to analyze data and make informed, data-driven decisions
• Deep knowledge of call center operations and key performance metrics
• Proficiency in Microsoft Office and call center management software

About the Company

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, Healthcare, and Travel, WNS combines deep domain excellence with AI-powered platforms and analytics to help businesses innovate and scale. With over 66,000 employees globally, we design intelligent, human-led solutions that deliver sustainable outcomes and measurable impact.