Assistant Manager - Operations - Telecoms-South Africa

Company Description

WNS Global Services Inc. (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. 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 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

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. This role includes administrative duties and you will have to ensure that your work is always up to date.

Job-Related Knowledge, Competencies & Skills Required
Essential
• Customer Care
• Numeracy
• Products
• Telephone Etiquette

Other Specific Requirements
• Products and Services Regulations
• Systems
• Policies and Procedures

Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)
• Transform
ü Strategic thinking and leading through change
• Insight
ü Innovation, Analytical Thinking, Business Acumen & Industry Awareness
• Core
ü Client Orientation, Delivery Orientation & Planning and Organizing
• Engage
ü 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
Essential
• 1 year experience as a call center team leader

Additional Information

Monday - Friday - 8:30 - 20:00(9 hour Shift)

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