Assistant Manager - Operations, Business Collections

About the role

WNS South Africa, a Business Process Outsourcing (BPO) provider operating since 2003, is looking for a professional, high-performing Assistant Manager to lead a team of Senior Associates in its Business Collections unit. The role creates a customer-centric, high-performance culture through effective management of people, metrics and projects, with the aim of generating and retaining business and revenue through continuous improvement.

Key responsibilities

• Engage and support staff to meet all KPIs through coaching and performance management, and develop their careers through internal development programmes.
• Manage stakeholder relationships so that projects, programmes and activities are delivered successfully.
• Interpret and report data with due diligence, using insights to improve team performance and processes.
• Maintain productivity by ensuring staff follow schedules and handling IR and payroll queries efficiently.

Required profile

• Grade 12; tertiary qualification in management or proven contact centre experience preferred.
• More than 2 years' experience in a contact centre and more than 2 years in the BPO sector.
• More than 2 years' experience in a management role.
• Experience managing a team of 12-14 people, either in a development opportunity or a previous role.
• Experience managing omni-channel customer operations.
• WiNS rating and on the 'L' for one year; POE required or relevant proof or previous experience.

Required skills

• HR process knowledge and report writing.
• Sound working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• Management skills, collections and sales, and good communication and written skills.
• Analytical thinking, problem solving, conflict management, strategic thinking and time management.

Working hours are 8:30 to 20:00, in 9-hour shifts.