Job Description

Deputy Manager - Operations - Cape TownFull job descriptionCompany DescriptionWNS (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.Leading meetings with team members to discuss team performance and work plans for upcoming months.Training new employees on company policies and procedures to ensure they are knowledgeable about their jobs.Monitoring employee performance to ensure that they are meeting goals and upholding company standards.Managing employee attendance to ensure that all staff members are at work on time and working efficiently throughout their shifts.Ensuring that all customer issues are resolved in a timely manner and that customers are satisfied with the service they receive.Reviewing call logs and evaluating call quality to identify areas for improvement.Communicating with clients to schedule appointments and answer questions about products and services.Fostering a positive work environment by encouraging team members to work together effectively.Establishing and enforcing policies and procedures to ensure that the call center is running efficientlyQualificationsMatricAdditional InformationAirline/Aviation experienceNight shift (24/7 rotational)

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