Assistant Manager - Operations (Travel) Bangalore

Greetings from WNS!

We have an opportunity with WNS for an Assistant Manager's role with Travel experience,

Assistant Manager - Operations

Full-timeCompany Description

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.

Job Description

• 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.

Qualifications

• 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 TMC/ Corporate travel• Previous experience (2-3 yrs) of leading team of agents (10-15 members)

Interested candidates can reach out to me on pranali.morvekar@wns.com with their updated CV and below details,

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