Group Manager

2 weeks ago

Cape Town, South Africa WNS South Africa Full time

Company Description
**WNS (Holdings) Limited (NYSE: WNS) i**s 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**:
**You will be responsible for managing multiple small campaigns based in Century City and Bellville. This is a great opportunity for an existing Deputy or Group Manager looking to expand their portfolio, and take end to end responsibility for their accounts.**
- Create a positive environment geared for success, setting and leading the agenda for the department. Be responsible for the positive morale of the department.
- Ensure that the team leaders are motivated, focused and effective in their interaction with their teams.
- Lead, coach and develop team leaders in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.
- Identify opportunities to develop the skills, knowledge and behaviour of each team leader, through direct observation, KPI performance management and performance reviews. Agree a development plan with each team leader and manage against this plan.
- Maximise the benefit of learning & development programmes to both staff development and KPIs.
- Ensure headcount levels are in line with plans, requesting recruitment and training activities where applicable.
- Manage staff attrition within set KPI target.
- Audit the team leader tasks and activities to ensure they are meeting their set targets e.g. performance reviews; coaching sessions; meetings etc.
- Achieve KPI success across products and brands / affinities against set targets and plans.
- Review performance with team leaders at least weekly and provide a monthly report on the overall performance of the division / department.
- Maximise productivity and call volumes in conjunction with the contact centre planning function. Provide effective management of absence, holiday, shift adherence, advisor availability and planned ‘off phone’ time.
- Develop and implement an on-going plan to achieve KPIs and further improve overall performance.
- Participate in projects, as required, that focus on improvement activities, either within the department or from a wider business perspective.
- Identify, tackle and solve the issues and problems which bar the path to performance success.
- Achieve quality standards as defined by the QA process.
- Proactively deal with customer complaints, including process audit to ensure that the complaint is not replicated.
- Share best practice with other managers and work as a team to the benefit of the wider contact centre.
- Act as liaison with affinity partners when required.
- Provide an effective management interface with all parts of the business that contribute to the customer experience

**Qualifications**:
Key requirements:

- Matric/Grade 12;

Additional Information

Must have own transport and be able to work from Bellville and Century as required.

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