Contact Center Team Leader

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.

• Very good organizing, planning and people skills;
• Good command of English language;
• Proactive in solving day to day issues;
• Ability to pick up new tasks quickly;
• Good communication and development skills;
• Able to work autonomously, but also to cooperate with multiple teams
• Enthusiastic, self-motivated individual with excellent communication skills.

• Manages the daily operations and future growth of the process, including strategies and systems that assist team members to work toward achieving the goals of the project;
• Manages the day to day workings of his/her team. S/He provides guidance and support to his/her team members to meet daily as well as monthly targets and SLA's;
• Problem Solving: getting into the root cause in a structured way, analyzing the scenarios as to identify the cause and document it accordingly;
• Process Knowledge: Understanding of the business process and ability to identify process gaps;
• People Management: Ability to interact and build good relationship with client and team members;
• Leading and Engaging People: work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work stream – in order to engage and lead people and teams to deliver results;
• Deliver exactly what was promised to the client based on an absolutely clear understanding of client needs;
• Demonstrating fierce determination, ownership and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity.