Assistant Manager - Operations (Centrica Durban) at WNS Global Services

Job Description

This role is ideal for a talented, motivated and dynamic Call Centre Team Leader / Assistant Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Service Agents to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an environment where change is a constant.

Key Responsibilities Areas:

People

·         To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.

Stakeholder Management

·         To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.

Analytical

·         To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

Financials

·         To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Behavioural Traits Required

•       Confident and motivated individual that is results driven

•       Ability to work under pressure in a fast paced changing environment

•       Able to manage customer escalations and complaints

•       Able to manage, motive, mentor, coach and develop a team of up to 17 employees

•       Effectively manage performance of individual team members to deliver against all KPI’s

•       Passionate about employees and customers centricity

•       Resilient under pressure

•       Strong analytical and problem solving skills

•       Solutions orientated and confident in decision making

•       Effective time management

•       A strong team player that works well as a team and individually

•       Able to see the bigger picture

•       Conflict Management and able to handle difficult conversations

•       Employee Engagement

•       Managing Change

•       Strong Planning & Organisational skills

•       Great at building individual, team and partner relationships

•       A strong sense of ownership and accountability

Job-Related Knowledge, Competencies & Skills Required

·         HR Process Knowledge

·         Stakeholder Management

·         Report writing

·         Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

·         Management skills

·         Good understanding of the BPO industry

Qualifications

Essential

•       Matric / Grade 12 or equivalent, with English and Mathematics

Preferred

•       A relevant tertiary qualification an advantage

Experience Required:

Essential

•       Proven track record of delivering against client, customer and business outcomes. 

•       Minimum of 2 Years management experience working in a fast paced customer service contact centre environment

Preferred

•       Experience managing Omni-channel sales and customer operations

•       2+ Years’ experience working within a BPO contact centre

•       Relevant working experience with UK customers in a contact centre environment an advantage