Business Performance Coach

hace 4 días


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

About WNS Global Services

At WNS, we enable clients to outperform by combining operational excellence with deep domain expertise in key industry verticals. Our mission is to pursue client success and create impactful solutions that drive agility and excellence into business processes.

Evaluating Business Unit Performance

We are seeking an experienced Business Performance Coach to evaluate business unit performance and quality of contact processing. The ideal candidate will have a strong background in claims or contact center environments and possess excellent analytical and communication skills.

Key Responsibilities:

  • Evaluate quality of service, regulatory compliance, and adherence to established procedures.
  • Analyze potential impact of errors on customers and subsequent handling.
  • Contribute to benchmark audits and targeted reviews.
  • Identify trends and recommend priority action items for business improvement.
  • Partner with leadership to identify targeted audit needs for individual sites or teams.
  • Execute audits, analyze results, write summary reports, and communicate findings to local leaders.

Requirements

  • 1-3 years experience in claims or contact center environment required.
  • Experience in Performance Coach or similar position preferred.
  • High school diploma or equivalent required; Bachelor's degree preferred.
  • Strong verbal and written communication skills.
  • Ability to build customer relationships and influence decision-making at various levels of leadership.

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