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Assistant Manager

4 months ago

Cape Town, 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:

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

Experience Required

Essential

  • Minimum 2 years' experience in leadership position (Contact centre management)
  • In depth knowledge or understanding of contact center technology and methodologies
  • Understand good housekeeping for data protection and information security requirements
  • 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 7. Behavioral Traits Required (These are behaviors that differentiate the "Good" from the "Great" at WNS)
  • High degree of patience and assertiveness with excellent rapportbuilding skills
  • Results driven
  • Excellent problem solving and decision making
  • Developing self and others
  • Action / Focus / Innovation
  • Emotional Intelligence
  • Leadership / Management
  • Planning and Organizing

Qualifications:

Matric/Grade 12 Certificate

Relevant tertiary qualification would be advantageous

  • Additional Information
Neutral accent essential with excellent verbal and written English communication skills - Xhosa advantageous

  • MS Office (Intermediate level)
  • Credit / Criminal Clea