WNS Global Services
Travel
AssistantManager-VnATraining
Neural analysis suggests this role is
optimal for mid candidates.
“Assistant Manager - VnA Training at WNS Global Services. Skills: Training Delivery, Communication Skills Enablement, Sales Coaching, Revenue Enablement, Training Needs Identification & Analysis, Floor Support & Performance Coaching, Sales Target Management, Stakeholder & Operations Collaboration, Reporting & Management Updates. Drive end-to-end training delivery for communication excellence and sales effectiveness. Deliver and oversee training on Spoken and Written English, Voice Chat, Email, Bu”
What You'll Achieve.
Improve customer experience; Improve Sales Conversion; Drive conversion and revenue; Uplift in sales conversion, revenue, and attach rates; On-time delivery of training programs and floor interventions
Industry & Context.
Data driven mindset with the ability to link training to performance outcomes; Conduct TNI and TNA using Quality audits, NPS, CSAT trends, Sales performance data, conversion, revenue, attach rates, Call analysis; Customize training modules and refreshers based on process gaps, behavioral gaps, and sales opportunities; Perform call, chat, email analysis to identify communication and sales behavior gaps; Implement agent skill mapping and targeted development plans; Drive frontend skill management initiatives; Use training as a lever to close performance gaps and improve measurable outcomes; Report accurate statistics and insights to leadership for informed decision making
What They're Looking For.
Must Have
Graduate any discipline, Experience in Communication Skills Training, Soft Skills Training, Sales Coaching preferably in Travel BPO Customer Interaction environments, Strong understanding of consultative selling and customer experience, Data driven mindset with the ability to link training to performance outcomes, Exposure to Travel Sales processes air, hotel, ancillaries, Experience Sales enhancement driven training programs, Prior floor coaching or performance enablement experience
What You'll Do.
Drive end-to-end training delivery for communication excellence and sales effectiveness
Deliver and oversee training on Spoken and Written English
Business communication
professional language usage
Customer service fundamentals
and customer influence skills
Design and deliver sales-focused training and coaching aligned to Travel Sales processes
Coach agents on sales behaviors not just scripts to drive conversion and revenue
Conduct TNI and TNA using Quality audits
Sales performance data
Customize training modules and refreshers based on process gaps
and sales opportunities
Lead floor interventions
and skill reinforcement sessions
email analysis to identify communication and sales behavior gaps
Implement agent skill mapping and targeted development plans
Drive frontend skill management initiatives including buddy coaching
Partner with Quality and Operations to improve Sales effectiveness and compliance Communication quality scores
Use training as a lever to close performance gaps and improve measurable outcomes
Liaise closely with Operations
and Sales leadership to align training priorities with business goals
Ensure training interventions are practical
and embedded into day-to-day operations
Prepare and present WBR
and site-level training dashboards
How You'll Work.
Team & Collaboration
Partner with Operations to embed a sales mindset; Partner with Quality and Operations to improve Sales effectiveness and compliance; Liaise closely with Operations, Quality, and Sales leadership to align training priorities with business goals; Ensure training interventions are practical, measurable, and embedded into day-to-day operations
Communication Scope
Voice & Accent Communication; Soft Skills; Sales training; Spoken and Written English; Business communication; Professional language usage; Customer service fundamentals; Cultural alignment; Objection handling; Empathy; Confidence; Customer influence
Process & Methodology
Own training calendars to ensure optimal coverage for business needs
Full 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. Vertical: 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 &
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