Customer Service Team Lead

hace 12 horas


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

Company Overview

Empowering Clients with Excellence

WNS Global Services is a global leader in Business Process Management (BPM). Our mission is to enable clients to outperform by combining operational excellence with deep domain expertise.

We serve 400+ global clients across various industries, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

About WNS Costa Rica

We launched our delivery center in Costa Rica in 2009. Today, we are spread across nine countries, serving industries like Retail and Consumer Packaged Goods, and Insurance. Our location offers strong socio-political factors, including political and economic stability, highest literacy rate in the region, and a sizeable young and educated population with multiple languages spoken.

Why Work with Us?

At WNS, we strive to understand our clients' businesses and create impactful solutions that drive agility and excellence into their processes. Our promise of outperformance stems from our deep domain expertise, partnership approach, and global delivery network. We operate under our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, and Excellence.

Your Role

As a Customer Service Team Lead, you will be responsible for a small team of customer service agents. You will support the Associate Manager/Deputy Manager in organizing daily operations, monitoring team performance, and communicating performance-related indicators to the team and management.

You will also know and understand operational KPIs/SLAs, align business KPIs with the team, evaluate daily key performance indicators, manage staff schedules, deliver feedback, and provide one-to-one sessions.

Qualifications

To succeed in this role, you will need:

  • C1 Level English skills (verbal/written)
  • Practical experience in managing a team
  • Sufficient understanding of People Management, Tools, Processes, and Methodologies
  • Excellent customer service and analytical skills
  • Ability to crunch numbers and translate them into meaningful presentations
  • Strong problem-solving skills with attention to details
  • Excellent interpersonal and team working skills - an excellent team player
  • Ability to multi-task and keep up with a fast-paced environment
  • Proficiency in MS Office packages, mainly Excel, PowerPoint, and Word

Our Culture

We promise our employees a structured career path, professional development, and role clarity. We value employee experience and offer opportunities for growth and learning.



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