Overview
Deputy Manager – Operations Airline Graveyard Shift Jobs in Milnerton at WNS Global Services
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
‘• Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency
Meet, if not exceed all service levels through effective planning and forecasting
Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success
Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments
Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
Perform other duties and responsibilities that may be assigned from time to time
Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it
Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs
Establishing organizational compliance and control standards to ensure company staff follow ethical business practices
Building the program and company image through effective and progressive interaction with clients and other departments
Establish and maintain operational performance metrics based on identified service level agreements’
Qualifications
Grade 12
Experience working on a a campaign in the airline sector (BPO)-Non Negotiable
Must have been in a a supervisory or management position for a minimum of 2 years within BPO
Additional Information
Graveyard Shift
Title: Deputy Manager – Operations Airline Graveyard Shift
Company: WNS Global Services
Location: Milnerton
