Group Manager - San José, Costa Rica - WNS Global Services

Descripción

• 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.

• 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