Deputy Manager

hace 3 semanas

San José, Costa Rica WNS Global Services A tiempo completo

**Company Description**
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 Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Regular follow up of incidents, escalate, use of external log comment as per PriorityEnsure that all the agents/supervisors use the latest Network Inventory, Desktop Resolver group file along with usage of latest SJO Master to ensure they follow Standard TemplateDaily touch base with Anthony to ensure smooth running of businessDaily correction of incidents to ensure month end report is not impactedRegular touch base with Training and Quality team to ensure no hiccups to businessEnsure all supervisors are aware of the process to route calls to Delhi in case of EmergencyRegular touch base to Vishal/Mohammad on process related communication and assistance; regular heads up to Karl in case of any unforeseen situation, escalationsEnsure Supervisor coverage and language coverage at all times; communicate upfront in case of challenges.BAU OperationsEnsure contractual obligations met consistently, including SLA adherenceDistribution of the workload among team members.Recruitment/Attrition Management.Shift Planning / Rostering, People Management.Skill Matrix, Daily Briefing Session with the Team, Annual & Mid-term Review, overall Performance Review. KPI/Objective Setting towards the team.Owner and Responsible for the team overall team performance.

**Qualifications

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