Assistant Manager - Operations

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

Job summary

A leading BPO company in South Africa is looking for a dedicated Call Center Team Leader to manage and support a team of agents. The ideal candidate will have a Grade 12 qualification and experience in the travel sector, with proficiency in GDS systems. Responsibilities include tracking KPIs, ensuring compliance with work procedures, and assisting with recruitment and onboarding of new staff. This role promises career growth and a supportive work environment focused on employee engagement and development.

Qualifications

• Experience managing and supporting call center agents.
• Ability to measure and analyze KPIs.
• Background in travel industry and knowledge of GDS systems.

Responsibilities

• Manage a team of call center agents.
• Motivate agents and support them with feedback.
• Track employee attendance and ensure compliance.
• Assist with onboarding new employees.

Skills

Team management

KPI measurement

Call center operations

Motivation and communication

Travel background

GDS knowledge

Education

Grade 12

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