Job Description

Assistant Manager - Operations - Cape townCompany DescriptionWNS (Holdings) Limited (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. 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.To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPIxe2x80x99s to increase the profitability of the business, remaining committed to treating customers fairlyExperience RequiredEssentialMinimum 2 yearsxe2x80x99 experience in leadership position (Contact centre management)In depth knowledge or understanding of contact center technology and methodologiesUnderstand good housekeeping for data protection and information security requirements.xe2x80xa2 In depth knowledge or understanding of contact Centre technology and methodologiesNeutral accent essential with excellent verbal and written English communication skillsConfidence and creditability with the ability to articulate in a clear and concise manner 7. Behavioral Traits Required (These are behaviors that differentiate the xe2x80x9cGoodxe2x80x9d from the xe2x80x9cGreatxe2x80x9d at WNS)High degree of patience and assertiveness with excellent rapport-building skillsResults drivenExcellent problem solving and decision makingxe2x80xa2 Developing self and othersxe2x80xa2 Action / Focus / Innovationxe2x80xa2 Emotional Intelligencexe2x80xa2 Leadership / ManagementPlanning and OrganizingQualificationsMatric/Grade 12 CertificateRelevant tertiary qualification would be advantageousxe2x80xa2Additional InformationNeutral accent essential with excellent verbal and written English communication skills xe2x80xa2 Xhosa advantageousxe2x80xa2 MS Office (Intermediate level)xe2x80xa2 Credit / Criminal Clea

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