Assistant Manager – Operations

🕒 April 1

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WNS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

WNS is a global business process management company that operates across 13 countries with over 66 delivery centers and employs more than 62,000 people. The organization is committed to inclusivity and diversity, fostering a unique culture of co-creation and continuous learning. WNS offers various career opportunities across the Asia Pacific, Europe, Africa, and the Americas, and prides itself on its transparent and merit-based recruitment process. As a leader in its field, WNS focuses on nurturing future leaders and decision-makers while maintaining a strong emphasis on social responsibility through initiatives like the WNS Cares Foundation.

📋 Description

• To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs. • To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organization that will be affected by a programme. • To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment. • To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

🎯 Requirements

• Essential: Grade 12 • Preferred: Tertiary qualification in management or relevant proven contact center experience • A proven track record of delivering against client, customer, and business outcomes • 2 years’ experience working within a contact center • WiNS rating and on ‘L’ for one year • Managing scale of 12-14, either as part of development opportunity or a previous role • POE required or relevant proof of previous experience • More than 2 years’ experience working within the BPO sector • More than 2 years’ experience working in a management role • Experience managing Omni-channel customer operations • HR Process Knowledge • Stakeholder Management • Report writing • Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

🏖️ Benefits

• professional development • structured career path • coaching and mentoring