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  • Posted: Sep 14, 2021
    Deadline: Not specified
  • Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
    Read more about this company


    Assistant Manager -Operations

    Job Description
    An exciting opportunity for a Team Leaders: Operations has just become available in our UK Campaign.

    We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.


    Key Responsibilities Areas:


    •          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.


    •          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.


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


    Qualifications Required:

           Essential: Grade 12

    •             Preferred: Tertiary qualification in management or relevant proven contact center experience

    Experience, Knowledge, Skills and Attributes Required:

    •      A proven track record of delivering against client, customer and business outcomes
    •      2 years’ experience working within a contact center
    •      More than 2 years’ experience working in a management role
    •      Managing scale of 12-14, either as part of development opportunity or a previous role


    •      More than 2 years’ experience working within the BPO sector
    •      More than 2 years’ experience working in a management role
    •      Experience managing Omni-channel customer operations


    Behavioural Traits Required

    •          Communication and written skills
    •          Problem solving
    •          Analytical Thinking
    •          Conflict Management
    •          Strategic Thinking
    •          Time Management


    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 and Experience

    •  Minimum requirement :Degree
    •  Maths and/or Maths literacy is advantageous
    •  Customer service experience
    •  UK call center experience advantageous

    Required Skills:
     Computer literacy (Essential).

    •  Proficient in MS Word, Email and good typing speed (Essential).
    •  Neutral accent with excellent verbal and written English communication skills (Essential)

    Method of Application

    Interested and qualified? Go to WNS Global Services on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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