Assistant Manager -Operations
WNS South Africa
Cape Town, Western Cape, South Africa
1d ago

Job Description

An exciting opportunity for a Team Leaders : Operations has just become available in our UK Campaign.

We are looking for professional, high performance individuals , with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Key Responsibilities Areas :


  • To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
  • Stakeholder Management

  • To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
  • Analytical

  • To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
  • Financials

  • To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.
  • Qualifications Required :

  • Essential : Grade 12
  • Preferred : Tertiary qualification in management or relevant proven contact center experience
  • Experience, Knowledge, Skills and Attributes Required :

  • A proven track record of delivering against client, customer and business outcomes
  • 2 years’ experience working within a contact center
  • More than 2 years’ experience working in a management role
  • Managing scale of 12-14, either as part of development opportunity or a previous role
  • Preferred

  • More than 2 years’ experience working within the BPO sector
  • More than 2 years’ experience working in a management role
  • Experience managing Omni-channel customer operations
  • Behavioural Traits Required

  • Communication and written skills
  • Problem solving
  • Analytical Thinking
  • Conflict Management
  • Strategic Thinking
  • Time Management
  • Job-Related Knowledge, Competencies & Skills Required

  • HR Process Knowledge
  • Stakeholder Management
  • Report writing
  • Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
  • Management skills
  • Good understanding of the BPO industry
  • Qualifications

    Qualifications and Experience

  • Minimum requirement : Degree
  • Maths and / or Maths literacy is advantageous
  • Customer service experience
  • UK call center experience advantageous
  • Required Skills :

  • Computer literacy (Essential).
  • Proficient in MS Word, Email and good typing speed (Essential).
  • Neutral accent with excellent verbal and written English communication skills (Essential)
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