Assistant Manager - Operations

WNS; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management company in Durban is seeking a passionate Call Centre Team Leader / Assistant Manager to lead a team of inbound Sales Agents. The successful candidate will have a strong track record in a customer-centric sales environment, with at least 2 years of management experience. This is an excellent opportunity to contribute to a positive sales culture and drive performance indicators in a dynamic setting.

Qualifications

• Proven track record of delivering against client, customer, and business outcomes.
• Minimum of 2 years management experience in a fast-paced sales environment.
• Experience managing Omni-channel sales and customer operations.

Responsibilities

• Lead and mentor a team of inbound Sales Agents.
• Create a positive sales culture focused on customer satisfaction.
• Ensure delivery against client and internal performance indicators.

Skills

Leadership

Sales Motivation

Team Development

Customer-Centric Approach

Education

Matric / Grade 12 or equivalent

Relevant tertiary qualification

Job description

Overview

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

This role is ideal for a talented, motivated and dynamic Call Centre Team Leader / Assistant Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of inbound Sales Agents to deliver against client and internal business performance indicators (KPIs, CBBs and SLAs) in an environment where change is a constant. The Assistant Manager is responsible for creating a positive Sales culture in a customer centric and high-performance environment, with an engaged team.

Qualifications

Essential

• Matric / Grade 12 or equivalent, with English and Mathematics. Preferred
• A relevant tertiary qualification an advantage
• Experience Required Essential: Proven track record of delivering against client, customer and business outcomes.
• Minimum of 2 Years management experience working in a fast paced sales and customer centric contact centre environment. Preferred
• Experience managing Omni-channel sales and customer operations
• 2+ Years’ experience working within a BPO contact centre
• Relevant working experience with UK customers in a contact centre environment an advantage