Assistant Manager - WFM at WNS Global Services

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