Call Centre Operations Manager: Travel

Company Description**
WNS (Holdings) Limited (NYSE: WNS)**, is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.

We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

**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