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 professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Additional Information

1. Experience Required

Essential

Minimum 3 years contact centre experience in the travel environment

GDS experience specifically Saber Native

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

Computer literacy in order to operate customer related information systems

Working knowledge and GDS certification (Sabre native)

Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing

2. Behavioral Traits Required

High degree of patience and assertiveness with excellent rapport-building skills

Positively contribute and lead in team activities

Takes pride in work, checking own for quality ie. Lead by example

Maintains effective time management

Have a positive attitude and the ability to influence and motivate others

Effective emotional intelligence (EQ)

Team player

Flexible

Fast learner

Self-Motivated

3. 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 and conflict resolution skills

Knowledge / Experience of disciplinary procedures

Performance management skills

Good decision-making and Organisational skills

Ability to coach and motivate individuals

Excellent written and communication skills

Willingness to be approachable and help team members

Ability to work well under pressure

Exceptional team work skills

Determination to achieve high standards

Proficiency in the following Microsoft packages (Word, Excel & Outlook)

Exceptional administrative skills with sound planning, organizing and time management skills

Target driven

Saber Native

Industry regularity understanding

4. Other Specific Requirements

Must be able to work the following operational hours:

7 days a week, 365 days a year working rotational shifts xe2x80x93 45 hour weeks

Public holidays and weekends

Qualifications

Essential

Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths

WNS Global Services