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Assistant Manager

4 months ago

Cape Town, Western Cape, Saudi Arabia WNS Global Services SA Full time

Roles & Responsibilities:

  • Assistant Manager will manage team of 15-25 staff and will be responsible for day-to-day operations.
  • This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
  • Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
  • Manage customer/client escalations effectively as per guidelines.
  • Understand customer queries, feedback and respond in a positive manner.
  • Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
  • Should be flexible to work in Hybrid model or office as specified by business / process
  • Hiring, retaining and development of best talent in the industry
  • Liaise and work closely with other support function to achieve organizational goals

Skills required:

  • Demonstrated leadership ability and excellent people management skills.
  • Knowledge and experience in organizational effectiveness and operations management
  • Excellent computer skills and proficient in Excel, Word, Outlook, and Access
  • Excellent communication skills both verbal and written
  • Excellent interpersonal skills and a collaborative management style
  • A demonstrated commitment to high professional ethical standards in a diverse workplace
  • Open to direction and Collaborative work style and commitment to get the job done
  • High comfort level working in a diverse environment
  • Solutions mind-set, passion to drive better customer experience.
  • Ability to adapt self with the team in-case of adversity, business challenges/requirement.
  • High attention to detail and accuracy
  • Result driven team player
  • Effective negotiation, influencing and persuasion skills
  • Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatorystandards

Qualifications

  • Matric/Grade 12 Certificate;
  • Relevant Tertiary qualification is preferable