Assistant Manager - WFM at WNS Global Services

Company Description

• WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.
• WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

• We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

• We have a fantastic opportunity for outstanding individuals to be appointed as Assistant Manager within the Workforce Management department. 
• The key purpose of this role is to lead, coach, develop, motivate and retain a team of RTA’s while ensuring that we offer the best service to Operations.
• The scope of the role requires the achievement of departmental service levels and focuses on target achievement. 

Key responsibilities

• Provide support to team members with queries, to ensure the needs of operations/clients are dealt with promptly, efficiently and professionally
• Provide support for both team members and the operations
• Ensure the department operates at its maximum handling capacity
• Develop individuals through coaching and training
• Provide effective two-way communication with the team, operations and client
• Be an integral member of the WFM team
• Ensure all WFM RTA process are documented, updated and communicated
• Ensure that team members meet and exceed KPI’s Skills, experience and attributes

Qualifications

• minimum Matric

Additional Information

• 6 to 12 months previous Team Leader/Supervisory experience
• Minimum 3 years call center experience
• Understanding of call center metrics
• Understanding of workforce management metrics and methodology
• Excellent communication skills
• Excellent report writing skills
• Determination to achieve high standards
• Good decision-making skills
• Ability to coach and motivate individuals
• Willingness to be approachable and help team members
• Performance management skills
• Organizational skills
• Ability to work well under pressure
• Exceptional teamwork skills
• Proven experience in driving HR and Operational processes