Job DescriptionThe main purpose of this role is to deliver against KPI targets and plans, through effective management of people and process.
Create a positive learning environment that empowers and develops Assistant Managers, Senior Associates and Associates by being a role model who participates in achieving the wider contact center goals, with an objective towards generation and retention of business, thereby enhancing the companys profitability.
Ensure that direct reports are motivated, focused and effective in their interaction with their teams.Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.
Identify opportunities to develop the skills, knowledge and behavior of each direct report.Maximize the benefit of Learning and Development programs.
Ensure headcount levels are in line with plans, requesting recruitment and training activities where applicable.Manage staff attrition and address concerns in a proactive manner.
Manage staff within the guidelines of company policies and procedures and in accordance with relevant legislation.Provide expert consultation regarding department / business unit related matters.
Support a vision and culture where staff feels empowered to seek and share knowledge.Establish partnerships across organizational boundaries to facilitate knowledge management.
Recognize and utilize knowledge opportunities in all interactions.Work intimately with other departments to identify and share critical knowledge.
Ensure production of relevant department / business unit related management information on a regular basis, as required.Client first Place clients at the core of everything we do.
Integrity Be ethical, honest and committed in all actions.Respect Be sensitive to individual differences and treat everyone with dignityCollaboration Always keep One WNS as uppermost in everything we do.
Learning Learn from our experiences; share knowledge and best practices to create innovative solutions.Excellence Strive for excellence in everything we do and aspire to outperform at every stage.
Strong interpersonal skills, written and oral communications skillsAbility to take initiativeAbility to communicate effectively with people at all levels both internally and externallyAbility to work to tight deadlines and respond to changing priorities quickly and positivelyAbility to plan and carry out responsibilities with minimal directionAbility to work independently and well in a teamQualificationsRelevant tertiary qualification Minimum of 3 years experience in a management role within the contact center Previous experience in a quality role will be beneficial Advanced proficiency in MS Word, MS Excel and MS PowerPointSix SIgma - Black Belt