Job Description

Company Description

WNS (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.

.


We are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.


Key responsibilities will include:


Driving Operational Excellence


Leading a team of Customer Service Associates to perform effectively against set targets/KPIs


Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs


Reviewing and managing each team member's performance


Identifying and communicating barriers to performance/service delivery to the Deputy Manager


Ensuring adherence to Standard Operating Procedures and company policies


Team Leadership


Keeping the team informed of anything happening that may impact them


Establishing good rapport within the team and with other teams


Having regular Team Meetings, as well as individual Status Sessions with each team member


Actively supporting the team to meet their deadlines and targets


Driving team-building initiatives and supporting company activities


Living the company's values in all day-to-day activities


Being a role model to the team


Supporting the team through periods of change


Learning & Development


Working closely with Operations Support, Training & HR to support the journey of new starters


Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets


Ensuring that each team member has a Personal Development Plan


Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information

Qualifications

matric