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 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 teams 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 5 People Promises.
Qualifications
Qualifications Required
Essential
- Matric/Grade 12 Certificate Preferred
Tertiary qualification in Contact Centre Management or similar
- Continuous Improvement E.g. Lean Six Sigma certification Yellow, Green Belt
- (Preferred)
Experience Required
Essential
- Minimum 3 years transactional quality / contact centre operational management experience
Computer literacy (MS Office) at an intermediate level - particularly MS ExcelPreferred
- Contact Centre Leadership experience
People management experience
Stakeholder management experience
Report writing and report presentation capability
Knowledge of contact centre technology
Knowledge of industry best practice
Lean Six Sigma
Behavioral Traits Required
- Self-motivated
- Team player
- Proactive
- Effective emotional intelligence (EQ)
- Effective communicator
- Self confidence
- Respectful of others
- Fair
- Lead by example
- An example of integrity
- Influential
- Willing to delegate
- Willing to learn
- Attention to detail
- Analytical thinking
- Ability to interpret data into meaningful reports
- Passionate about growing and developing own team
- Ability to engage with stakeholders at all levels
- Conflict management
