Assistant Manager - Operations, Telecoms

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is hiring an Assistant Manager - Operations for its telecoms business in Cape Town. The role leads, inspires and engages a team of Customer Service Advisors who deliver industry-leading customer service through business KPIs, while treating customers fairly. It also includes administrative duties.

Key responsibilities

• Lead and motivate a team of Customer Service Advisors
• Deliver customer service that meets business KPIs and increases business profitability
• Ensure customers are treated fairly
• Handle administrative duties and keep work up to date

Required profile

• Matric / Grade 12 certificate (essential)
• 1 year of experience as a call center team leader (essential)
• A relevant tertiary qualification preferred

Required skills

• Customer care and telephone etiquette
• Numeracy and knowledge of products
• Knowledge of products and services regulations, systems and policies and procedures

What we offer

• Role clarity, coaching and mentoring, professional development and a structured career path
• A culture of outperformance, engagement and celebration
• The chance to support community initiatives through the WNS Cares Foundation

Working hours are Monday to Friday, 8:30 to 20:00 (9-hour shift).