Assistant Manager - Operations - Telecoms-South Africa

WNS; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

WNS in Cape Town is seeking a motivated Team Leader to lead and engage a team of Customer Service Advisors. You will drive industry‑leading service through KPIs while maintaining fair customer treatment and handling essential administrative tasks to keep operations up to date.

The role requires 1 year of call center team leadership experience, Matric/Grade 12, and a preferred relevant tertiary qualification. Shifts run Monday to Friday, 8:30 to 20:00.

Qualifications

• Matric/Grade 12 Certificate is essential.
• A relevant tertiary qualification preferred.

Responsibilities

• Lead a team of Customer Service Advisors to meet KPIs.
• Handle administrative duties and keep processes up to date.
• Ensure customers are treated fairly and service standards are met.

Skills

Customer Care

Numeracy

Products

Telephone Etiquette

Education

Matric/Grade 12

Relevant tertiary qualification

Tools

Systems

Job description

Job Description

To lead, inspire and engage a team of Customer Service Advisors in delivering industry‑leading customer service through business KPIs to increase the profitability of the business, remaining committed to treating customers fairly. This role includes administrative duties and you will have to ensure that your work is always up to date.

Essential Job‑Related Knowledge, Competencies & Skills

• Customer Care
• Numeracy
• Products
• Telephone Etiquette

Other Specific Requirements

• Products and Services Regulations
• Systems
• Policies and Procedures

Behavioral Traits Required

• Strategic thinking and leading through change
• Innovation, Analytical Thinking, Business Acumen & Industry Awareness
• Client Orientation, Delivery Orientation & Planning and Organizing
• Teamwork, good Interpersonal Relationships, Proactive, Willingness to learn, Positive attitude, able to follow instructions

Qualifications

• Essential: A Matric/Grade 12 Certificate
• Preferred: A relevant tertiary qualification

Experience Required

• 1 year experience as a call center team leader

Additional Information

Monday – Friday – 8:30 – 20:00 (9 hour shift)