Assistant Manager - Operations

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.

Job Description

1. Direct Agents to ensure customer satisfaction, improve overall efficiency, and lower abandonment rate.
2. Meet, if not exceed all service levels through effective planning and forecasting
3. Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
4. Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success
5. Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
6. Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments
7. Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
8. Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
9. Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
10. Perform other duties and responsibilities that may be assigned from time to time
11. Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it.
12. Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs.
13. Establishing organizational compliance and control standards to ensure company staff follow ethical business practices.
14. Establish and maintain operational performance metrics based on identified service level agreements

Qualifications

• Has minimum of 2-3 years of experience dealing with customers, providers and /or members via the telephone.
• Has a previous Leadership and/or work experience.
• Prior experience in Healthcare Services is required.
• Excellent verbal/written communication skills and presentation skills, including the ability to handle interactions with facility personnel, providers, members, and various internal departments in a professional manner.
• Be a highly motivated individual that can work effectively, independently and meet deadlines in an atmosphere of multiple projects and shifting priorities.
• Possess effective analytical/problem solving skills.
• Ability to use PC-based word-processing, database, and spreadsheet.
• Possess extensive knowledge of medical terminology and anatomy.
• Subject matter expert on all contracts maintained by Assessment unit.
• Ability to speak English fluently is preferred.