Assistant Manager - Operations - Table View
WNS
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. Lead a Team of Customer service reps to deliver world class customer experience. Coach, support, drive and engage with you team to deliver the best results in KPIS and SLAs Job Description Main purpose To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI's to increase the profitability of the business, remaining committed to treating customers fairly Responsibility Deliver success against KPI targets and plans, through effective management of people. Create a positive learning environment that empowers and develops the Customer Service Agents. Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service. Gathering information to analyze problems and generate solutions in taking the initiative by going beyond job remit and identify areas for improvement with a "can do" attitude Understands the Business in that you are aware of the business strategy, products, service and organizational structure. Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism. Organizes and plans ahead in terms of work schedules and activities to meet deadlines and quality measures, whilst considering the needs of others so as to ensure that the overall goals and objectives are met Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal. Qualifications Matric Minimum 24 month customer service experience, 12 month of which in leadership / supervisory position. Additional Information 24/7 Operational hours shifted between Monday and Sunday
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