Job Description

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.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Assistant Manager – Communication, Soft Skills & Sales TrainingVertical: Travel SalesThe Assistant Manager Communication Soft Skills & Sales Training is responsible for driving endtoend training delivery for communication excellence and sales effectiveness across new hires and tenured agents The role blends language & soft skills training consultative sales coaching and floor level performance enablement to improve customer experience and Sales ConversionKey ResponsibilitiesTraining Delivery & GovernanceDrive Voice & Accent Communication Soft Skills and Sales training teams to ensure ontime highquality delivery across New Hire and Floor Training programsOwn training calendars to ensure optimal coverage for business needsEnsure adherence to company client and data security requirementsCommunication & Soft Skills EnablementDeliver and oversee training on:Spoken and Written English Voice Chat EmailBusiness communication and professional language usageCustomer service fundamentals and cultural alignmentObjection handling empathy confidence and customer influence skillsEnable agents to apply communication skills in real customer scenarios to improve experience and outcomesSales Coaching & Revenue EnablementDesign and deliver sales-focused training and coaching aligned to Travel Sales processes, including:Consultative selling and needs discovery Effective probing and qualification Solution positioning and value articulation Cross sell and upsell Objection handling and closing techniquesCoach agents on sales behaviors not just scripts to drive conversion and revenue Partner with Operations to embed a sales mindset without compromising customer experienceTraining Needs Identification & Analysis TNI TNAConduct TNI and TNA using Quality audits NPS CSAT trends Sales performance data conversion revenue attach rates Call analysisCustomize training modules and refreshers based on process gaps behavioral gaps and sales opportunitiesFloor Support & Performance CoachingLead floor interventions live coaching and skill reinforcement sessionsPerform call chat email analysis to identify communication and sales behavior gapsImplement agent skill mapping and targeted development plansDrive frontend skill management initiatives including buddy coaching calibrations and workshopsSales Target ManagementPartner with Quality and Operations to improve Sales effectiveness and compliance Communication quality scoresUse training as a lever to close performance gaps and improve measurable outcomesStakeholder & Operations CollaborationLiaise closely with Operations Quality and Sales leadership to align training priorities with business goalsEnsure training interventions are practical measurable and embedded into daytoday operationsReporting & Management UpdatesPrepare and present WBR MBR and site level training dashboards coveringTraining effectiveness, Sales and communication skill uplift, Floor intervention outcomesReport accurate statistics and insights to leadership for informed decision makingSuccess MetricsUplift in sales conversion revenue and attach ratesOn time delivery of training programs and floor interventions

Qualifications

Graduate any disciplineExperience in Communication Skills Training Soft Skills Training and Sales Coaching preferably in Travel BPO Customer Interaction environmentsStrong understanding of consultative selling and customer experienceData driven mindset with the ability to link training to performance outcomesMust Have Exposure to Travel Sales processes air, hotel, ancillariesExperience Sales enhancement driven training programsPrior floor coaching or performance enablement experience