Assistant Manager - Operations at WNS Global Services SA

About the Job

Job Description

• Lead a Team of Customer service reps to deliver world class customer experience. Coach, support, drive and engage with you team to deliver the best results in KPIS and SLAs

Job Description

Main purpose

• To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly

Responsibility

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gathering information to analyze problems and generate solutions in taking the initiative by going beyond  job remit and identify areas for improvement  with a “can do” attitude
• Understands the Business in that you are aware of the business strategy, products, service and organizational structure.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organizes and plans ahead in terms of work schedules and activities to meet deadlines and quality measures,  whilst considering the needs of others so as to ensure that the overall goals and objectives  are met
• Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Qualifications

• Matric
• Minimum 24 month customer service experience, 12 month of which in leadership / supervisory position.