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
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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