Call Centre Operations Manager: Travel

5 days ago

Century City, South Africa WNS Global Services Full time

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**:
We are looking for a **professional, high performance **individual, with exceptional **leadership **and **client liaison skills**, to be responsible for managing and leading a team of Team Leaders to achieve performance targets, while building a positive, people-focused, team environment.

**Qualifications**:
**Essential**
- Matric/Grade 12 Certificate with relevant tertiary qualification

**Preferred**
- Management experience/ related field experience

Working knowledge and GDS certification (Sabre native)

Additional Information
**Experience Required**

**Essential**
- A proven track record of 3-4 years’ management experience in a multi-channel customer service /contact centre environment, within the travel industry
- Proficiency in the following Microsoft packages (Word, Excel, PowerPoint & Outlook)
- 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
- Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing
- Managing large teams that work 24/7

**Behavioral Traits Required**
- High degree of patience, influencing, persuasion skills and assertiveness with excellent rapport-building skills
- Results driven and team player
- Excellent problem solving and decision making
- Developing self and others
- Action / Focus / Innovation
- Emotional Intelligence
- Planning and Organizing
- Excellent team management & leadership skills
- Exceptional interpersonal and communication skills
- Strong financial acumen
- Strong administrative and organisational skills
- Client-focused
- High attention to detail and accuracy
- The ability to:

- be agile and able to adapt to change quickly, in a fast-paced environment
- behave in a professional manner and with absolute discretion in all situations.
- prioritises and manages work flow
- analyse, validate and interpret data/reports
- resolves conflict situations amicably
- multi-task, work under pressure and cope with high volumes of work
- copes with pressures and setbacks

**Job-Related Knowledge, Competencies & Skills Required**

**Essential**
- Credit / Criminal Clear
- Management of high performing teams
- Confidence and creditability.
- Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.
- Impact and influencing skills
- Ability to prioritise deliverables and plan accordingly.
- Embraces change whilst remaining productive and positive
- Manage the negativity of others
- Leadership / Management and conflict resolution skills
- Knowledge / Experience of disciplinary procedures
- Performance management skills
- Human Resources and IR skills
- Good decision-making and Organisational skills
- Ability to coach and motivate individuals
- Excellent written and communication skills
- Willingness to be approachable Ability to work well under pressure
- Exceptional team work skills
- Determination to achieve high standards
- Strategic thinking

**Other Specific Requirements**

Must be able to work the following operational hours:

- 7 days a week, 365 days a year working rotational shifts - 45 hour weeks

Public holidays and weekends

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