Assistant Manager -Operations at WNS Global Services SA

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.

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

Preferred

• 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

Qualifications

• 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)