Assistant Manager Operations Night Shift at WNS Global Services

Milnerton, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

0.0

Posted On

12 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Performance Management, Coaching, Customer Service, Escalation Handling, Performance Data Analysis, Client Relationship Management, Analytical Thinking, Problem Solving, Leadership, English Communication, Computer Literacy, BPO Operations

Industry

Business Consulting and Services

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. Job Description 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 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 Additional Information US Rotational Shifts US Graveyard Shifts Century City and Observatory

Responsibilities

Manage team performance through coaching, feedback, and regular huddles to ensure customer satisfaction. Analyze performance data and maintain regular communication with clients regarding team trends and developments.