Strategic Operations Manager

hace 22 horas


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

Company Overview

WNS Global Services is a global leader in Business Process Management, serving 400+ clients across various industries. With operations in North America, South America, and Europe, we leverage our expertise to drive agility and excellence in business processes.

Our Mission

At WNS, our mission is to enable clients to outperform through our passion for service and innovation. We strive to understand our clients' businesses and create impactful solutions that drive success.

Why Work with Us?

We promise our employees role clarity, coaching, and mentoring, professional development, and a structured career path. Our CIRCLE of values guides us: Client First, Integrity, Respect, Collaboration, Learning, and Excellence.

Job Responsibilities

As a Strategic Operations Manager, you will oversee daily touchpoints with Anthony, ensuring smooth business operations. You will also ensure regular follow-up on incidents, escalate as needed, and communicate with the Training and Quality team. Additionally, you will manage Supervisor coverage and language coverage at all times and distribute workload among team members.

Key Performance Indicators (KPIs)

You will be responsible for meeting contractual obligations, adhering to SLAs, and managing recruitment/attrition, shift planning, people management, skill matrices, and performance reviews. Your primary goal is to own and improve team overall performance.

Required Qualifications

A strong understanding of BPM principles, excellent communication skills, and experience in operations management are essential. A bachelor's degree in a relevant field and proficiency in English are preferred.



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