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WNS Holdings
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Lead Associate - Operations

Lead Associate - Operations

WNS Holdings

2 - 7 years

4 - 8 Lacs

Gurugram

Posted:2 months ago| Platform:

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Skills Required

lead operations customer service travel process team performance coaching accounts payable operations management team management team handling invoice processing quality analysis team leading quality assurance call monitoring sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manage team performance

Provide effective coaching and constructive feedback to subordinates

Take customer service and escalation when needed

Holds team huddle/coaching session/goal-setting/one on one as needed/required

Handles escalated requests and researches answers posted by associates to ensure customer satisfaction

Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met

Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team

Facilitates learning sessions to enhance associate technical and communication skills

Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks 'QualificationsCollege Degree At least 2 years work experience in Travel ProcessJob Location

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WNS Holdings

Business Process Management (BPM)

Mumbai

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Lead Associate - Operations