Operations Manager

hace 1 mes


San José, San José, Costa Rica Wns Global Services A tiempo completo

WNS Global Services, a leading BPM company, is seeking an experienced Operations Manager to join our team.

About the Role

The Operations Manager will be responsible for ensuring smooth business operations, meeting contractual obligations, and driving team performance.

Key Responsibilities
  • Regularly follow up on incidents and escalate as necessary.
  • Utilize external log comments based on priority.
  • Daily touch base with team members to ensure seamless business execution.
  • Daily correction of incidents to prevent month-end report impact.
  • Regular communication with Training and Quality teams to prevent business disruptions.
  • Ensure all supervisors are aware of the process for routing calls to Delhi in emergency situations.
  • Regularly update team members on process-related communication and assistance.
  • Maintain Supervisor coverage and language coverage at all times.
Performance Metrics
  • Consistently meet contractual obligations, including SLA adherence.
  • Distribute workload among team members effectively.
  • Manage recruitment and attrition.
  • Plan shifts and rosters, as well as manage people.
  • Maintain skill matrices, conduct daily briefings, and perform annual and mid-term reviews.
  • Set KPIs and objectives for the team.
  • Own and drive overall team performance.
Compensation and Benefits

We offer a competitive salary of $60,000 - $80,000 per annum, depending on experience and qualifications. Additionally, our benefits package includes comprehensive health insurance, retirement plans, and paid time off.



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