Assistant Manager - Operations - UKH - South Africa

Wns; Durban; On-site; ZAR 250,000 - 450,000; Full time

Job summary

An established industry player is seeking high-performance individuals to lead a team of Senior Associates. This role focuses on fostering a customer-centric culture through effective management of people and projects, aimed at generating and retaining business. The ideal candidate will have strong leadership and problem-solving skills, with a proven track record in the BPO sector. Join a company that values professional development and offers a structured career path, while making a meaningful impact in the community through various initiatives.

Qualifications

• 2+ years experience in a contact center with a focus on management.
• Proven track record in delivering client and business outcomes.

Responsibilities

• Lead a team to create a customer-centric culture through effective management.
• Engage staff to achieve KPIs through coaching and performance management.

Skills

Leadership Skills

Problem Solving

Stakeholder Management

Analytical Thinking

Communication Skills

Conflict Management

Time Management

Education

Grade 12

Tertiary qualification in management

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to 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.

Globally, the group's over 41,000 professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK, and US. WNS South Africa has 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 over 5,000 people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, 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

We are looking for professional, high-performance individuals, with sound leadership and problem-solving skills, to lead a team of Senior Associates to create a customer-centric and high-performance culture through effective management of people, metrics, and projects, with the objective of generating and retaining business and revenue through continuous improvement.

Key Responsibilities Areas:

1. People: To engage and support staff to achieve all KPIs through effective coaching, performance management, and to develop career progression through internal development programs.
2. Stakeholder Management: To ensure successful delivery of any project, programme, or activity by engaging with individuals, groups, or organizations that will be affected by a programme.
3. Analytical: To practice due diligence when interpreting and reporting data, as well as to improve team performance and processes through insights which support the overarching objective of a customer-centric environment.
4. Financials: To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Qualifications

Essential: Grade 12

Preferred: Tertiary qualification in management or relevant proven contact center experience.

A proven track record of delivering against client, customer, and business outcomes.

2 years' experience working within a contact center.

WiNS rating and on the 'L' for one year.

Managing a scale of 12-14, either as part of a development opportunity or a previous role.

POE required or relevant proof of previous experience.

More than 2 years' experience working within the BPO sector.

More than 2 years' experience working in a management role.

Experience managing Omni-channel customer operations.

HR Process Knowledge.

Stakeholder Management.

Report writing.

Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook).

Management skills.

Good understanding of the BPO industry.

Communication and written skills.

Problem solving.

Analytical Thinking.

Conflict Management.

Strategic Thinking.

Time Management.