WNS

Assistant Manager – Operations

WNS

full-time

Posted on:

Location Type: Remote

Location: South Africa

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About the role

  • To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs.
  • To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organization that will be affected by a programme.
  • To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
  • To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Requirements

  • Essential: Grade 12
  • Preferred: Tertiary qualification in management or relevant proven contact center experience
  • A proven track record of delivering against client, customer, and business outcomes
  • 2 years’ experience working within a contact center
  • WiNS rating and on ‘L’ for one year
  • Managing scale of 12-14, either as part of development opportunity or a previous role
  • POE required or relevant proof of previous experience
  • More than 2 years’ experience working within the BPO sector
  • More than 2 years’ experience working in a management role
  • Experience managing Omni-channel customer operations
  • HR Process Knowledge
  • Stakeholder Management
  • Report writing
  • Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Benefits
  • professional development
  • structured career path
  • coaching and mentoring
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
report writingHR process knowledgeOmni-channel customer operationsperformance managementdata interpretationKPI achievementpayroll managementstaff schedulingcoachingprocess improvement
Soft Skills
stakeholder managementteam performance improvementcustomer centricityeffective communicationleadershipcoachingengagementorganizational skillsproblem-solvingperformance coaching
Certifications
Grade 12POE