Operational Manager

hace 1 mes


San José, San José, Costa Rica Wns Global Services A tiempo completo
WNS Global Services is seeking a highly skilled Operational Manager to lead our team of customer service agents. As a key member of our operations team, you will be responsible for organizing daily operations, monitoring team performance, and enhancing productivity. Key qualifications include C1 level English skills, practical experience in managing a team, and a strong understanding of People Management tools and methodologies.

Responsibilities
- Responsible for a small team of customer service agents.
- Support Associate Manager/Deputy Manager in organizing daily operations.
- Monitor and enhance the performance of the team in the areas of productivity, process/business adherence, customer satisfaction, schedule adherence, quality, employee satisfaction & development.

Requirements
- C1 Level English skills (verbal/written).
- Practical experience in managing a team.
- Sufficient understanding of People Management, Tools, Processes, and Methodologies
- Excellent customer service & analytical skills.
- Ability to crunch/decipher numbers & statistics & translate them to professionally meaningful presentations for an audience comprising both agent workforce as well as senior/leadership management.
- Excellent problem-solving skills with attention to details.
- Strong interpersonal and team working skills - excellent team player.
- Ability to multi-task and keep up with a fast-paced environment.
- Proficiency in MS Office packages, mainly Excel, PowerPoint & Word.

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