Assistant Manager - Operations 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 Sales and Service Agents to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an environment where change is a constant.

 

The Assistant Manager is responsible for creating a positive environment and culture with an engaged team aimed at solving for our internal and external customers by finding suitable solutions. The overall purpose of the campaign is to facilitate the online transaction of UK based customers wanting to trade their vehicles via an online platform.

 

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 in and/or in/outbound sales and 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

Additional Information

Must be able to work flexible hours in line with UK client / business requirements

Must be able to work South AFrican Public Holidays