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 DescriptionYou are customer and client facing and strive to deliver excellent customer experience and deliver on sale targets. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.Key Responsibilities· Lead a team of operational leaders/managers· Deliver contractual and commercial performance through cost and profitability management· Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition· Build excellent relationships both internally and externally at all levels· Work with Quality, L&D, WFM, Recruitment, HR, Facilities and IT to deliver on expectations· Ensure compliance to all relevant process and regulatory standards · Control and minimise costs· Drive continuous improvement and create value by delivering excellent customer experience Knowledge, Skills and Attributes:QualificationsGrade 12 or MatricLeadership · Change management · Effective coaching skills · Commercial acumen · Planning and organizational skills· MS Office at an advanced level Essential· Minimum 5 years' operational experience in managing a contact center at a Senior level· Experience in a contact center/BPO environment· Thorough knowledge of contact center technology · Computer literacy (MS Office) at advanced level (Outlook, Word, Excel, PowerPoint)QualificationsEssential · Matric/Grade· Tertiary qualification in Contact Centre Management or similar· Continuous Improvement E.g., Lean Six Sigma certificationLeadership DevelopmentAdditional InformationRotational Night Shift-US HoursExperience working in a travel vertical is preferred
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