Company DescriptionWNS (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.

Job DescriptionResponsible for a small team of customer service agents.Support Associate Manager/Deputy Manager in organizing daily operations.Monitor and enhance the performance of the team in the areas of productivity, process/business adherence, customer satisfaction, schedule adherence, quality, employee satisfaction & development.Communicate performance-related indicators to the team and back to the Management.Know & understand operational KPIs/SLAs.Responsible for aligning all business KPIs & related communication to the team.Evaluate daily key performance indicators and identify areas of improvement.Manage staff schedules to ensure task handling effectiveness in order to further achieve client and company business goals• Responsible for delivering feedback & one to one’s sessions.Back up for Operations Manager.

QualificationsC1 Level English skills (verbal/written).Practical experience in managing a team.Sufficient understanding of People Management, Tools, Processes, and Methodologies• Excellent customer service & analytical skills.Ability to crunch/decipher numbers & statistics & translate them to professionally meaningful presentations for an audience comprising both agent workforce as well as senior/leadership management.Excellent problem-solving skills with attention to details.Strong interpersonal and team working skills – excellent team player.Ability to multi-task and keep up with a fast-paced environment.Proficiency in MS Office packages, mainly Excel, PowerPoint & Word.