Lead Associate - Training at WNS Global Services SA

Job Description

• Responsibilities include but are not limited to the following:
• Provide Energy Industry SME guidance to Agents to enable the progression of live complaints moving through the complaints process.
• Lead focus sessions on common processes/ themes that need further clarification within the team.
• Support analysis on complaints to understand why they may have been reopened or escalated to Ombudsman.
• Provide feedback to Agents on call quality and quality fail points.
• Provide inputs to discussions on root cause analysis for common fails within the teams and undertake deep dives into common fail areas.
• Provide feedback on process, procedure, policy and performance improvements within team and wider operation.
• Helps manage day to day functions, mainly including handling of personnel related issues, managing metrics and team performance

The below is additional responsibilities- ONLY when required of you.

• Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.
• Managing a group of trainees on a day to day basis including the administration of the group and follow through
• Supporting in nesting and BAU and conducting and reporting on training needs analysis
• Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;
• Assessment: Assessments must be completed for all training events;
• Remedial support must be provided to all delegates prior to re-assessment;
• Administration: Capture learner records in line with Ucademy requirements:
• Complete Annual Training Reports; Complete delegate attendance registers;
• Update operational skills matrix.

Knowledge, skills and attributes required:

• High proficiency in delivering impact training and facilitation;
• Strong planning, organizing and time management skills;
• High proficiency in verbal & written English;
• Strong communication and interpersonal skills;
• High attention to detail and accuracy;
• Exceptional administrative skills;
• The ability to work within a team;
• Self-motivated;
• Self-manageable;
• Strong customer service orientation
• Proactive.

Qualifications
Role/Skills Requirements:

• Extensive experience in working in a customer care, contact centre environment in the Utilities sector.
• Previous and extensive experience of being an SME in a Utilities contact centre environment.
• Demonstratable experience and knowledge of Utilities customer complaints, experience in SMART metering is essential.
• A willingness to cross skill on other workstreams as business needs dictate.
• Outstanding communication and stakeholder management skills.
• Proven ability to deliver coaching / training sessions.
• Ability to manage customer calls and client escalations as needed.
• Ability to troubleshoot and fix technical issues within complaint