Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Qualifications

Essential

·          Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths

·          Minimum 3 years contact centre experience in the travel environment

·          GDS experience specifically Saber Native

Additional Information

1.     Experience Required

Essential

·          Minimum 36 month customer service experience, within a leadership / supervisory position.

·          In depth knowledge or understanding of contact centre technology and methodologies

·          Neutral accent essential with excellent verbal and written English communication skills

·          Confidence and creditability with the ability to articulate in a clear and concise manner

·          Computer literacy in order to operate customer related information systems

·         Working knowledge and GDS certification (Sabre native)

·         Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing  

 

2.       Behavioral Traits Required

 

·          High degree of patience and assertiveness with excellent rapport-building skills

·          Positively contribute and lead in team activities

·          Takes pride in work, checking own for quality ie. Lead by example

·          Maintains effective time management

·          Have a positive attitude and the ability to influence and motivate others

·          Effective emotional intelligence (EQ)

·          Team player

·          Flexible

·          Fast learner

·          Self-Motivated

 

3.     Job-Related Knowledge, Competencies & Skills Required

 

Essential

 

·          Credit / Criminal Clear

·          Management of high performing teams

·          Confidence and creditability

·          Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues

·          Impact and influencing skills

·          Ability to prioritise deliverables and plan accordingly

·          Embraces change whilst remaining productive and positive

·          Manage the negativity of others

·          Leadership and conflict resolution skills

·          Knowledge / Experience of disciplinary procedures 

·          Performance management skills

·          Good decision-making and Organisational skills

·          Ability to coach and motivate individuals

·          Excellent written and communication skills

·          Willingness to be approachable and help team members

·          Ability to work well under pressure

·          Exceptional team work skills

·          Determination to achieve high standards

·          Proficiency in the following Microsoft packages (Word, Excel & Outlook)

·          Exceptional administrative skills with sound planning, organizing and time management skills

·          Target driven

·          Saber Native

·          Industry regularity understanding

 

 

4.     Other Specific Requirements

 

Must be able to work the following operational hours:

·          7 days a week, 365 days a year working rotational shifts – 45 hour weeks

·          Public holidays and weekends