Job Description

Company 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.

Key Responsibilities


Training Delivery


Conduct induction and process training for new hires across voice and non-voice functions.


Facilitate refresher and upskilling sessions to address performance gaps.


Deliver training using blended methodologies (classroom, e-learning, simulations, role plays).


Content DevelopmentDesign training modules, SOPs, and assessments tailored to blended process requirements.


Create job aids, FAQs, and quick reference guides for agents.


Continuously update training content based on client feedback and process changes.


Performance Management


Monitor trainees' progress through assessments, call evaluations, and case studies.


Provide coaching and feedback to improve communication, accuracy, and customer handling.


Track training effectiveness using KPIs (accuracy %, CSAT, AHT, FCR, etc.).


Stakeholder Collaboration


Partner with Operations, Quality, and HR teams to align training with business goals.


Support client calibration sessions and incorporate feedback into training design.


Act as a subject matter expert (SME) for process-related queries.


Team Leadership


Mentor and guide Process Trainers to ensure consistent delivery standards.


Manage training schedules, resource allocation, and reporting.


Drive continuous improvement initiatives in training methodology.

Qualifications

Required Skills & CompetenciesStrong facilitation and presentation skills.Expertise in both voice (customer service, communication, empathy) and non-voice (transactional accuracy, email/chat etiquette) processes.Ability to design and deliver blended learning programs.Proficiency in MS Office, LMS platforms, and call monitoring tools.Analytical skills to measure training effectiveness and recommend improvements.Qualifications & ExperienceBachelor's/Master's degree in any discipline (preferably Communication, Business, or HR).5-7 years of experience in process training within a BPO environment, with at least 2-3 years in a lead role.Experience in handling blended processes (voice + non-voice) is mandatory.Exposure to client interaction and calibration sessions preferred.