Assistant Manager - WFM - South Africa

Assistant Manager - WFM - South Africa

27 Dec
|
WNS South Africa
|
Bloubergstrand

27 Dec

WNS South Africa

Bloubergstrand

Company Description



WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.









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



We have a fantastic opportunity for outstanding individuals to be appointed as Assistant Manager within the Workforce Management department.



The key purpose of this role is to lead, coach, develop, motivate and retain a team of RTA’s while ensuring that we offer the best service to Operations.



The scope of the role requires the achievement of departmental service levels and focuses on target achievement.



Key responsibilities



Provide support to team members with queries, to ensure the needs of operations/clients are dealt with promptly, efficiently and professionally

Provide support for both team members and the operations

Ensure the department operates at its maximum handling capacity

Develop individuals through coaching and training

Provide effective two-way communication with the team, operations and client

Be an integral member of the WFM team

Ensure all WFM RTA process are documented, updated and communicated

Ensure that team members meet and exceed KPI’s Skills, experience and attributes



Qualifications



minimum Matric



Additional Information



6 to 12 months previous Team Leader/Supervisory experience

Minimum 3 years call center experience

Understanding of call center metrics

Understanding of workforce management metrics and methodology

Excellent communication skills

Excellent report writing skills

Determination to achieve high standards

Good decision-making skills

Ability to coach and motivate individuals

Willingness to be approachable and help team members

Performance management skills

Organizational skills

Ability to work well under pressure

Exceptional teamwork skills

Proven experience in driving HR and Operational processes

Deputy Manager - WFM - South Africa

Deputy Manager - WFM - South Africa

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