Company Description

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 Description

To lead a Quality Team in order to execute the departmental strategic goals through reports, feedback, insights and trends to stakeholders according to agreed standards.

Manage 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU.

Ensure best use of systems and technology to deliver effectively and efficiently.

Ensure that the Quality team’s outputs meet stakeholder expectations in terms of quality, accuracy and targets.

Contribute towards Continuous Improvement initiatives to improve processes and systems at WNS and for our clients as well as personal and team skills - making sure that we have a Continuous Improvement map and plan for our client by adding meaningful value through insights, analytics and staying on the forefront of new technologies and processes.

Manage relationships with stakeholders according to company practice and your team according to WNS 5PP.

QualificationsQualifications Required

Essential

Matric/Grade 12 Certificate

 

Preferred

Tertiary qualification in Contact Centre Management or similarContinuous Improvement E.g. Lean Six Sigma certification Yellow, Green BeltMS OfficeTravel experience

 

 

Experience Required

Essential

Minimum 3 years transactional quality / contact centre operational management experienceMinimum 3 years travel management experienceComputer literacy (MS Office) at an intermediate level - particularly MS Excel

 

Preferred

Contact Centre Leadership experiencePeople management experienceStakeholder management experienceReport writing and report presentation capabilityKnowledge of contact centre technologyKnowledge of industry best practiceLean Six SigmaRoot Cause Analysis

 

Behavioral Traits Required (These are Behaviours that differentiate the “Good” from the “Great” at WNS)

 

Self-motivatedTeam playerProactiveEffective emotional intelligence (EQ)Effective communicatorSelf confidenceRespectful of othersFairLead by exampleAn example of integrityInfluentialWilling to delegateWilling to learnAttention to detailAnalytical thinkingAbility to interpret data into meaningful reportsPassionate about growing and developing own teamAbility to engage with stakeholders at all levelsConflict management

 

 

 

 

 

 

 

 

Job-Related Knowledge, Competencies & Skills Required

Essential

Leadership: call center leaders are in charge of people whom they would be expected to direct, manage and mentor. Therefore, they must have excellent interpersonal skills, leadership skills and abilities

 

Motivation: people work harder when they receive the right amount of motivation, so call center leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team

 

Coaching and Mentoring: call center leaders are also expected to be great tutors and excellent mentors to their team

 

Hardworking: to be able to encourage their team to work harder, smarter and more efficiently, they must practice and demonstrate this themselves

 

Goal Setting and Achievement: the call centre leader is also responsible for setting and driving of goals for the team to achieve and therefore, must deliver and achieve their own goals

 

Multitasking: call centre leaders must be able to handle multiple tasks at the same time that are accurate and on time

 

Preferred

Knowledge of Quality Assurance Management/Quality and Service Improvement methodologies

 

Additional InformationMust be able to travel between WNS sites when required = Own transportWilling to work night shift