Assistant Manager - Operations

WNS Global Services; Cape Town; On-site; ZAR 320,000 - 520,000; Full time

Job summary

WNS Global Services is seeking a capable team leader to guide and develop a customer-centric, high-performing team within a dynamic contact centre environment. You will coach, monitor performance, and deliver insights to drive sales and customer satisfaction as the product evolves.

The role emphasizes quality assurance, training delivery, and proactive risk management to ensure right-first-time outcomes and secure data integrity aligned with company standards.

Qualifications

• Experience leading teams in a contact centre environment.
• Strong interpersonal and communication skills.
• Analytical approach to problem solving and process improvement.
• Excellent organizational and time management abilities.

Responsibilities

• Guide the team to achieve objectives and support growth of the product.
• Support a customer-focused culture and drive a “right first-time” approach.
• Equip and prepare your team to deliver outstanding customer experience and drive sales performance.
• Conduct quality assurance to identify gaps and coach improvements.
• Attend management meetings and provide clear insights and information.
• Lead training sessions, 1-to-1 or group, on product evolution.
• Monitor performance and provide structured support to exceed goals.
• Engage in career coaching, mentoring, and performance development.

Skills

People management

Interpersonal skills

Analytical problem solving

Time management

Organizational skills

Initiative

Relationship building

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Guide the team to achieve objectives and support the growth of the product
• Support a customer focused culture and drive a “right first-time” approach
• Equip and prepare your team to deliver a second to none customer experience and drive sales performance
• Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions
• Attend management / stakeholder meetings and appropriately deliver insights / information
• Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves
• Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements
• Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability
• Performance management: career counselling, coaching, performance development, 1:1's, mentoring
• Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements
• Identify and implement best practice opportunities
• Provide support in resolving complex and/or escalated queries or complaints
• Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes
• Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation
• Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures
• Promote a transparent culture where customers’ expectations are exceeded
• Live by and demonstrate the clients core values and be an advocate of our organisation

Qualifications

• People management experience in a contact centre environment
• Familiarity with Utilities and complaints would be beneficial
• Strong interpersonal skills
• Ability to work on own initiative while in a team environment
• Excellent organizational & time management abilities
• Analytical approach to problem solving
• Ability to establish and maintain key relationships across both Accenture and the Client’s organization