Deputy Manager

2 weeks ago

Bellville, Western Cape, South Africa WNS Global Services Full time
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.


Job Description:

Key Relationships

  • Operations team,
  • Support Managers,
  • HR,
  • IT,
  • MIBI,
  • Facilities,
  • Training,
  • BPET and customer facing teams
  • Client and supplier stakeholders
Qualifications Required

  • Essential Matric/Grade 12 Certificate with relevant tertiary qualification
  • Preferred Contact centre operations team management experience
  • Project Management Experience Required
  • Essential A proven track record of 34 years management experience in contact centre environment, preferably with Omni Channel experience
  • Proficiency in MS Office (Word, Excel & PowerPoint)
  • In depth knowledge or understanding of contact centre technology and methodologies Neutral accent essential with excellent verbal and written English communication skills Confidence and creditability with the ability to articulate in a clear and concise manner with stakeholders
  • Ability to work night shift
Behavioral Traits Required

  • High degree of patience, influencing, persuasion skills and assertiveness with excellent rapportbuilding skills
  • Target driven Team player
  • Excellent problem solving and decisionmaking ability
  • Developing self and others Action / Focus / Innovation
  • Emotional Intelligence
  • Excellent team management & leadership skills
  • Exceptional interpersonal and communication skills
  • Clientcentric Impact and influencing skills
  • High attention to detail and accuracy
  • The ability to: be agile and able to adapt to change quickly, in a fastpaced environment
  • Behave in a professional manner and with absolute discretion in all situations
  • Prioritises and manage workflow analyse,
  • Validate and interpret data/reports resolves conflict multitask,
  • Work under pressure and cope with high volumes of work
Other Specific Requirements

  • Rotational Shifts Monday to Sunday, public holidays, weekends
  • Job-Related Knowledge,
  • Competencies & Skills Required
  • Essential Confidence and credibility
  • Experience in implementing and maintaining service management systems such as Freshdesk and Freshservice
  • Strong leadership skills with the ability to influence and manage change management Experience in process mapping and process improvement using
  • Lean Six Sigma methodologies
  • Familiarity with AI and machine learning is an advantage
  • Strong analytical skills with the ability to analyze complex data sets Excellent communication and interpersonal skills Ability to work independently and as part of a team in a fastpaced environment
  • Project management skills and experience are desirable
  • Knowledge or understanding of contact centre technology and methodologies
  • Understand good housekeeping for data protection and information security requirements
  • Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.
  • Ability to prioritise deliverables and plan accordingly Embraces change whilst remaining productive and positive
  • Excellent written and communication skills
  • Strategic thinking
  • Preferred A bachelor's degree in business management or related field

Qualifications:

  • Matric
  • Bachelors Degree

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