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 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 KPIsReviewing 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 LeadershipKeeping the team informed of anything happening that may impact them

Establishing good rapport within the team and with other teamsHaving 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

We are looking for individuals who:

Have:- A Matric Certificate, preferably with a relevant qualification in Business Administration and/or Management- A proven track record of 2 years experience in contact centre leadership/management, preferably in an outbound and collections context- Sound verbal and written communication skills in English-

A customer-centric approach to resolving user queries- Excellent interpersonal skills- A “can-do” attitude, high energy and drive- Proficiency in the following Microsoft packages (Word, Excel & Outlook)- Effective problem solving and decision-making skills- Sound team management & leadership skills- Strong administrative and organisational skills

Are:- Accountable and take ownership- Able to behave in a professional manner and with absolute discretion in all situations.- Able to resolve complex customer complaints or enquiries- Able to gather and analyse information- Agile and able to adapt to change quickly, in a fast-paced environment- Able to cope with pressures and setbacks- Able to manage and resolve conflict

Matric