Operations Lead

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.

Job Description:

• Lead, coach, and develop a team of Late-Stage Agents to achieve individual and team performance goals.
• Monitor daily collections performance, productivity, and recovery metrics, taking corrective action as needed.
• Conduct regular coaching sessions, call reviews, and performance discussions to improve agent effectiveness.
• Manage attendance, schedule adherence, and workforce utilization within the team.
• Provide guidance and support on complex customer interactions, escalations, and account resolutions.
• Ensure all collection activities comply with applicable regulations, client requirements, and company policies.
• Analyze team performance data and identify opportunities to improve recovery rates and operational efficiency.
• Drive achievement of key performance indicators (KPIs), including collections, promise-to-pay conversion, quality, compliance, and customer experience metrics.
• Collaborate with Quality, Training, Workforce Management, and Operations teams to support business objectives.
• Conduct performance evaluations and contribute to employee development and succession planning.
• Manage employee engagement initiatives and foster a positive, high-performance team environment.
• Identify process improvement opportunities and support the implementation of operational enhancements.
• Prepare and communicate performance updates, action plans, and business insights to management.

Qualifications:

• At least 3-5 years BPO experience of any account.
• Minimum 2 years of experience as a BPO Team Leader
• Bachelor’s Degree graduate
• Amenable to work in a shifting schedule