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  • Posted: Aug 12, 2021
    Deadline: Not specified
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  • Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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    Assistant Manager - WFM - Dialer Administrator

    Job Description
    Role Purpose 

    The Dialler Administrator shall be responsible for day to day dialler administration, recommending, supporting and implementing departmental initiatives for operations to optimise contact and conversion rates.

    To support day to day dialler administration, deliver dialler efficiencies and value add insights to improve overall operational performance. The role will be responsible for the first line of communication – dialler individual to liaise across departments and clients to collect data for multiple dialler campaigns. Data is loaded daily as per queuing requirements of the client and operation.

    Experience Required

    Essential

    • Minimum of 3  years dialler administrator experience (Genesys would be advantageous)
    • Minimum of 2 years’ experience in the interpretation of call centre analysis
    • Proficient at MS Office – Excel advanced
    • SQL skills advantageous
    • Knowledge of contact centre systems and process’s – Sales, Telemarketing, Collections experience advantageous
    • Experience in running and completing projects to completion
    • Client Engagement and presentation experience
    •  Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)
    • Strong analytical and quantitative skills
    • Strong oral and written communication skills
    • Strong interpersonal skills
    • Anticipates customer needs and ensures that they are met.
    • Ability to consolidate and analyse information in order to identify creative new ways of working and innovative solutions to problems
    • Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences
    • Strong relationship management skills
    • Able to demonstrate strong communication skills to multiple stakeholders and levels
    • Self-motivated and able to work effectively on your own and as part of a team
    • Strong sense of ownership, a starter finisher that is passionate about delivering
    • Able to identify process efficiencies and use initiative to drive change

     

    Job-Related Knowledge, Competencies & Skills Required

    Essentia

    • Adaptable –able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency
    • Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the company
    • Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals
    • Creative / Innovative - develops new and unique ways to improve the operations of the business and to create new opportunities.
    • Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters.
    • Fosters Teamwork - works cooperatively and effectively with others to set goals and resolve problems
    • Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.
    • Communicates effectively -  at all levels both within, as well as outside the company
    • Networking skills & the ability to be resourceful
    • High attention to detail

    Qualifications
    Qualifications Required

    Essential

    • Matric/ Grade 12 Certificate
    • Proficient in MS Office (Excel – advanced)

    Preferred

    • SQL

    Method of Application

    Interested and qualified? Go to WNS Global Services on jobs.smartrecruiters.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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