Assistant Manager Operations Night Shift

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.

Key Responsibility Areas:

• Manage team performance

• Provide effective coaching and constructive feedback to subordinates

• Take customer service and escalation when needed

• Holds team huddle/coaching session/goal setting/one on one as needed/required

• Handles escalated requests and research answers posted by associates to ensure customer satisfaction

• Reviews and analyzes performance data, creates action plans and monitors execution to ensure goals are met

• Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team

• Facilitates learning sessions to enhance associate technical and communication skills

• Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks

 

Qualifications Required:

• Matric/Grade 12 qualification

• Tertiary qualification will be advantageous

Experience, Knowledge, Skills and Attributes Required:

• Minimum 1-2 year's experience as a team leader in a call center

• Experience within BPO sector as a team Leader 

• Computer literate

• Strong verbal and written English communication skills

Behavioural Traits Required:

• Client relationship management abilities

• Strong analytical thinking and problem-solving abilities

• Focus on delivering excellence

• Leadership skills

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