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.



To lead a Quality Team in order to execute the departmental strategic goals through reports, feedback, insights and trends to stakeholders according to agreed standards.

Manage 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU.

Ensure best use of systems and technology to deliver effectively and efficiently.

Ensure that the Quality teamxe2x80x99s outputs meet stakeholder expectations in terms of quality, accuracy and targets.

Contribute towards Continuous Improvement initiatives to improve processes and systems at WNS and for our clients as well as personal and team skills - making sure that we have a Continuous Improvement map and plan for our client by adding meaningful value through insights, analytics and staying on the forefront of new technologies and processes.

Manage relationships with stakeholders according to company practice and your team according to WNS 5PP.

Qualifications

Qualifications Required

Essentialxe2x80xa2 Matric/Grade 12 Certificate Preferredxe2x80xa2

Tertiary qualification in Contact Centre Management or similarxe2x80xa2 Continuous Improvement E.g. Lean Six Sigma certification Yellow, Green Beltxe2x80xa2

MS Office xe2x80xa2 GDS Experience xe2x80x93 Sabre

Experience Required

Essentialxe2x80xa2 Minimum 3 years transactional quality / contact centre operational management experiencexe2x80xa2

Computer literacy (MS Office) at an intermediate level - particularly MS ExcelPreferredxe2x80xa2 Contact Centre Leadership experiencexe2x80xa2

People management experiencexe2x80xa2

Stakeholder management experiencexe2x80xa2

Report writing and report presentation capabilityxe2x80xa2

Knowledge of contact centre technology xe2x80xa2

Knowledge of industry best practicexe2x80xa2

Lean Six Sigmaxe2x80xa2

Behavioral Traits Required

• Self-motivated

• Team player

• Proactive

• Effective emotional intelligence (EQ)

• Effective communicator

• Self confidence

• Respectful of others

• Fair

• Lead by example

• An example of integrity

• Influential

• Willing to delegate

• Willing to learn

• Attention to detail

• Analytical thinking

• Ability to interpret data into meaningful reports

• Passionate about growing and developing own team

• Ability to engage with stakeholders at all levels

• Conflict management

Additional Information

Experience working on a campaign in the travel vertical.

Night shift role

WNS Global Services