WNS

Global BPM and analytics services provider

Assistant Manager - Operations

Customer SupportConfirmed live in the last 24 hours

Full-timeCape Town, South AfricaNo salary listed

About the Job

Requirements

A proven track record of delivering against client, customer, and business outcomes.
Two years of experience working within a contact center.
A WiNS rating and placement on the 'L' for one year.
Experience managing a team of 12–14, either as part of a development opportunity or in a previous role.
A portfolio of evidence or relevant proof of previous experience.
More than two years of experience working within the business process outsourcing sector.
More than two years of experience working in a management role.
Experience managing omnichannel customer operations.
Knowledge of human resources processes.
Stakeholder management skills.
Report-writing skills.
Working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
Management skills.
A good understanding of the business process outsourcing industry.
Communication and written skills.
Problem-solving skills.
Analytical thinking skills.
Conflict management skills.
Strategic thinking skills.
Time-management skills.

Responsibilities

Engage with and support staff to help them achieve key performance indicators through coaching and performance management, and develop their career progression through internal development programs.
Engage individuals, groups, or organizations affected by a project, program, or activity to ensure successful delivery.
Apply due diligence when interpreting and reporting data, and improve team performance and processes through insights supporting a customer-centric environment.
Maintain productivity by ensuring staff adhere to schedules, and manage industrial relations and payroll queries efficiently.

Job Description

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Key Responsibilities Areas:
People
• To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs.
Stakeholder Management
• 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.
Analytical
• 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.
Financials
• To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently

Qualifications

• 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 the ‘L’ for one year
• Managing scale of 12-14, either as part of development opportunity or a previous role
• POE required or relevant proof or 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)
• Management skills
• Good understanding of the BPO industry

• Communication and written skills
• Problem solving
• Analytical Thinking
• Conflict Management
• Strategic Thinking
• Time Management

Additional Information

SME Voice 8:00 - 18:00 (uk)

About the Company

WNS

Global BPM and analytics services provider

WNS provides business process management and analytics services to large enterprises. It helps clients improve operational efficiency, customer experience, and decision-making by delivering end-to-end BPM, research and analytics, finance and accounting, and digital transformation support across industries such as insurance, banking, healthcare, travel, and manufacturing. The company combines domain expertise with technologies like artificial intelligence, machine learning, and advanced analytics to create custom, data-driven solutions. Delivery centers worldwide enable scalable, agile service delivery and access to specialized talent, while a digital-first approach focuses on automation, cognitive computing, and data insights. WNS aims to form long-term partnerships that deliver measurable business impact across the value chain.

Company size: 10,001+
Company stage: Acquired
Total funding: $3.3B
Headquarters: Mumbai, India
Founded: 1996

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