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Performance Improvement Specialist

2 weeks ago

Cape Town, Western Cape, South Africa WNS Limited Full time

We're looking for a Performance Improvement Specialist to join our team at WNS Limited. As a key member of our leadership group, you will be responsible for driving performance and achieving agreed-upon Key Performance Indicators (KPIs) while fostering a positive and people-focused team environment.

About the Opportunity

This is an exciting opportunity for a results-driven individual with sound leadership skills to take on the challenge of leading a team of Customer Service Associates in delivering exceptional customer experiences.

Main Responsibilities:

  1. Drive Operational Excellence by ensuring all customer contacts and queries are managed proactively and in a timely manner according to agreed Service Level Agreement (SLA) KPIs.
  2. Lead a team of Customer Service Associates to perform effectively against set targets and KPIs, promoting a culture of accountability and teamwork.
  3. Review and manage each team member's performance, providing coaching and feedback to ensure they have the skills and competencies needed to meet their performance targets.
  4. Identify and communicate barriers to performance and service delivery to the Deputy Manager, working collaboratively to address any issues that may impact team performance.
  5. Maintain adherence to Standard Operating Procedures (SOPs) and company policies, ensuring a high level of quality and efficiency in all aspects of team operations.

Requirements:

  1. A Matric Certificate, preferably with a relevant qualification in Business Administration and/or Management.
  2. A proven track record of 2 years' experience in contact centre leadership/management, preferably in an outbound and collections context.
  3. Sound verbal and written communication skills in English, with excellent interpersonal skills and a customer-centric approach to resolving user queries.
  4. Proficiency in Microsoft packages (Word, Excel, and Outlook), with effective problem-solving and decision-making skills.
  5. Strong administrative and organisational skills, with the ability to adapt quickly to change in a fast-paced environment.