**Company Description**
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client's business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.
- Lead the execution of programs and strategies by coordinating efforts through all concerned operations and support groups. - Manage all assigned accounts with a focus on achieving defined business goals and objectives through coordination and partnership with key business partners. - Drive revenue through effective management strategies. - Position the business for growth in new revenue generating capacities - Use information and analysis to prepare and conduct negotiations for call center service agreements and negotiate contractual terms, conditions, and pricing. - Develop, define and maintain the budget and operating plan for the different accounts assigned - Develops, implements, and communicates long-term objectives of the organization to the call center units. - Sets goals with the high level management team, makes decisions and maintain result orientation. - Reviews daily performance activities to ensure that objectives are met. - Conducts performance discussions with synergy partners and managers. - Coordinates, negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center's ability to increase operating efficiencies and achieve organizational objectives. - Provides complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level. Communicates delivery of service or product issues that affect company's market position or reputation to other company management. Participates in the interviewing and hiring of call center managers. - Communicates operations' performance statistics to MANCOM and other key stakeholders. - Suggests changes and/or modifications to current training programs necessary to meet customer service needs and call handling standards.
**Qualifications**
- Operations Management
- Control Financial Oversight
- P&L/Budget Optimization
- Can initiate Cost reduction and containment. Client Relationship Management
- Process Improvements
- Staff Training and Development
- Ensure Employee Satisfaction and Retention
- Contribute to Revenue Growth
- Manage Quality Control
- Strategic Business Planning
- P&L/Budget Optimization
- Productivity Improvement
- Change Management
