Senior Operations Manager

hace 2 meses


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

**About WNS Global Services**

We are a leading global Business Process Management (BPM) company, serving 400+ clients across various industries. Our mission is to enable clients to outperform through our passion for service and innovation.

**Job Summary**

We are seeking an experienced Senior Operations Manager to lead our team in delivering exceptional business process solutions. As a key member of our operations team, you will be responsible for managing staff development, ensuring operational efficiency, and providing coaching and feedback to direct reports.

**Key Responsibilities**

- Communicate effectively with employees and customers to ensure prompt attention to their queries and resolve issues efficiently
- Collaborate with the compliance department to investigate complaints and implement corrective actions
- Coach team members to achieve individual and team performance goals, manage team performance, and provide constructive feedback
- Manage administrative tasks, staff development, and welfare
- Serve as a point of escalation for procedural and technical issues and coach staff on effective resolution methods
- Track and monitor team performance, conduct formal performance evaluations, and prepare performance reviews and development recommendations

**Requirements**

Qualifications:
- College Graduate degree
- Minimum 2 years of supervisory experience
- 1 year of healthcare experience preferred
- System working knowledge required; computer experience desirable
*With relevant experience in handling a teamProficient in EnglishPersuasive communication skillsPrior customer service experienceKnowledge of customer service and sales processesStrong etiquette and customer-focused skillsPlanning and organizing skillsResult-orientedAbility to analyze data and communicate effectivelyProblem-solving and innovation skills

**Salary and Benefits**

We offer a competitive salary range of $80,000 - $110,000 per annum, depending on location and experience. Additional benefits include opportunities for professional growth, role clarity, coaching and mentoring, and structured career paths.



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