Team Leader (Customer Service-travel industry ) - English speaker

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.


WNS Romania is a leading provider of end-to-end BPM solutions in Europe. We are strategic partner to our clients for delivering a full range of basic to complex business processes.
We understand European business while maintaining a global context. We have stood by this statement since our inception in 2008.

Our core capabilities are around German, Italian, Spanish, French, English languages across F&A, Procurement and Customer Service Interaction Services. We have over 11 clients and more than 450 employees across multiple industries like: Insurance, Travel & Leisure, Manufacturing, Market Intelligence, Music & Entertainment and Specialty Minerals.

We are most admired for our people, partnership approach, performance and domain expertise.

Key Competencies
Superior proficiency in English (C1 level);
Ability to articulate in writing in English rapidly, accurately and in a structured and stylish manner
Medium proficiency in a second foreign language (German);
2+ years of relevant experience working in the travel industry (preferably for a leading hotel chain or tour operator or travel agency)
General knowledge of major countries, cities and hotel chains (Hilton, Holiday Inn, Intercontinental, Marriott, Radisson, Hyatt, etc.);
Proven ability to lead and develop employees by identifying learning and communication styles thus responding with appropriate levels of coaching, mentoring, discipline and support;
Strong Team leadership and exceptional decision making skills;
Act as role model for the team members;
Positive and enthusiastic attitude, ability to motivate the team;
Coaching skills;
Communication & Influencing skills;
Conflict resolution and problem solving;
Delegation / follow up;
Adherence to Company values;
Customer centricity
Effective time management; Prioritizing & organizing skills;
Accurate, methodical with detail orientation;
Ability to read and understand data in report format and identify trends;
Proven understanding and use of motivational, recognition and reward techniques
Presentation skills;
Proficiency in MS office applications
Reporting skills

1. Driving Operational Excellence Responsible for achieving team SLA’s (Service Level Agreement); Understands and captures customer baseline data around SLAs and operational metrics transition;
2. Develops L3 process maps; Documents the control methods regarding the quality KPIs and the reporting system; Implements and performs effective quality controls as per approved documentation requirements;
3. Financial Perspective Contributes to the vertical QNS target through Quality Initiatives.
4. Training Ensures Training Needs Identification (TNI) is done regularly for all team members in order to address individual development needs to support business goals and minimize staff attrition; Ensures Training schedules are followed and delivered; Identifies, develops and mentors a successor;
5. People Management Follows communication Calendar -every quarter; Improves/Maintains employee satisfaction and VOE success; Ensures Reward /Recognition for Top Performers, Significant Contribution; Motivates and build the skills of the team; Encourages and drives Team activities ; Builds relationship within his team; Expands team members capability on KPI (Key Performance Indicators), metrics tracked for performance management; Conduct or arrange any coaching identified for each team member to achieve and improve individual targets focusing on key drivers supporting Revenue. Will work with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job;
6. Other Is responsible to learn and comply with legal requirements with regards to work safety and security and fire safety and is responsible for periodic training of all Direct Reports; Is responsible for accomplish all duties regarding work safety and security and fire safety as defined by authorised persons.