Deputy Manager Systems and Operational Administrator at WNS Global Services SA

Role Purpose

• We are looking for an experienced Service Management System Implementation Lead to join our team. The successful candidate will be responsible for facilitating knowledge transfers and optimizing service management systems, including Freshdesk and Freshservice. They will work closely with internal teams and stakeholders to improve workflows, enhance service quality, and elevate customer satisfaction.

Key Relationships

Key Internal Relationships

• Operations team, Support Managers, HR, IT, MIBI, Facilities, Training, BPET and customer facing teams

Key External Relationships

• Client and supplier stakeholders

Essential

Qualifications Required

• Matric/Grade 12 Certificate with relevant tertiary qualification

Preferred

• Contact centre operations team management experience
• Project Management

Essential

Experience Required

• A proven track record of 3-4 years management experience in contact centre environment, preferably with Omni Channel experience
• Proficiency in MS Office (Word, Excel & PowerPoint)
• In depth knowledge or understanding of contact centre technology and methodologies
• Neutral accent essential with excellent verbal and written English communication skills
• Confidence and creditability with the ability to articulate in a clear and concise manner with stakeholders
• Ability to work night shift

Behavioral Traits Required

• High degree of patience, influencing, persuasion skills and assertiveness with excellent rapport-building skills
• Target driven
• Team player
• Excellent problem solving and decision-making ability
• Developing self and others
• Action / Focus / Innovation
• Emotional Intelligence
• Excellent team management & leadership skills
• Exceptional interpersonal and communication skills
• Client-centric
• Impact and influencing skills
• High attention to detail and accuracy

The ability to:

• be agile and able to adapt to change quickly, in a fast-paced environment
• behave in a professional manner and with absolute discretion in all situations
• prioritises and manages workflow
• analyse, validate and interpret data/reports
• resolves conflict
• multi-task, work under pressure and cope with high volumes of work
• copes well under pressures

Other Specific Requirements

• Rotational Shifts Monday to Sunday, public holidays, weekends

Essential

Job-Related Knowledge, Competencies & Skills Required

• Confidence and credibility
• Experience in implementing and maintaining service management systems such as Freshdesk and Freshservice
• Strong leadership skills with the ability to influence and manage change management
• Experience in process mapping and process improvement using Lean Six Sigma methodologies
• Familiarity with AI and machine learning is an advantage\
• Strong analytical skills with the ability to analyze complex data sets
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team in a fast-paced environment
• Project management skills and experience are desirable
• Knowledge or understanding of contact centre technology and methodologies
• Understand good housekeeping for data protection and information security requirements
• Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.
• Ability to prioritise deliverables and plan accordingly
• Embraces change whilst remaining productive and positive
• Excellent written and communication skills
• Strategic thinking

Preferred

• A bachelor's degree in business management or related field

Qualifications

• Matric
• Bachelors Degree