Assistant Manager - Operations

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

Job summary

Join a dynamic and forward-thinking company as a Call Center Manager, where you will lead a team of dedicated agents to achieve operational excellence. This role involves motivating staff, measuring key performance indicators, and ensuring high-quality service delivery. You will play a crucial part in shaping the team’s success through effective communication and strategic oversight. With a commitment to professional development and employee engagement, this position offers a unique opportunity to make a significant impact in a thriving environment. If you are passionate about leadership and customer service, this role is perfect for you.

Qualifications

• Experience in managing call center operations and teams.
• Strong communication and motivational skills are essential.

Responsibilities

• Oversee and manage a team of call center agents.
• Measure KPIs and assist agents with their workload.

Skills

Team Management

KPI Measurement

Communication Skills

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

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

Qualifications

1. Grade 12
2. Travel Background essential
3. GDS or similar system knowledge