Assistant Manager - Operations

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management firm in Cape Town is seeking a Call Center Team Manager to oversee a team of agents and ensure performance targets are met. The role requires a strong travel background and experience with GDS systems. The ideal candidate will manage KPIs related to call performance while supporting their team through effective coaching and mentoring. This position offers a professional development path and a vibrant organizational culture.

Benefits

Professional development opportunities

Structured career path

Community engagement through WNS Cares Foundation

Qualifications

• Experience managing and overseeing a team of call center agents.
• Ability to motivate and support agents through effective communication.
• Track record in measuring KPIs related to call center operations.

Responsibilities

• Manage a team of call center agents and oversee their performance.
• Provide ongoing support and feedback to team members.
• Assist with agents' calls during high workload periods.

Skills

Team management

Motivation and support

KPI measurement

Problem-solving

Education

Grade 12

Tools

GDS or similar systems

Job description

Company Description

WNS (Holdings) Limited (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. 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

• Manages and oversees a team of call center agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI’s like inbound calls, call waiting, and call abandonment.
• Assists with taking agents’ calls if they can’t handle the workload.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance, and make sure work procedures are complied with.
• Assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Should have Travel background and GDS background.

Qualifications

Grade 12

Additional Information

• Travel Background essential
• GDS or similar system knowledge