RTA - South Africa at WNS Global Services

Job Description

Main purpose The main purpose of this position is to manage and monitor service levels and associate performance on the UK campaign by:

• Ensuring the operation works within given ratios and staffing level budgets
• Provide support to the team and operations
• Highlight and flag risk areas Work with the operation and business to ensure processed are followed and accurate staff information is held
• Ensure team deliver effective scheduling and understand impacts on the wider business
• Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.
• Ensure regular review of key people metrics; utilization & shrinkages, commitment, AHT
• Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
• Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
• Develop and support team to ensure clarity of role and strong skills required to complete tasks
• Correct booking of segments (billable purposes)
• Processing terminations on E-exit
• Work well under pressure and customer service orientated
• Strong communication ,interpersonal and conflict handling skills
• Excellent written, verbal communication and presentation skills
• Good planning, organizing and time management skills
• Strong analytical ability and statistical mathematical ability
• High attention to detail and accuracy
• The ability to: Interpret information and identify anomalies or patterns take ownership and deliver results
• Energetic
• Proactive
• Effective emotional Intelligence
• Strong customer service orientation
   

Qualifications

• Matric or equivalent essential Minimum 2 years call center experience essential  Efficient in MS Office packages, specifically Excel Knowledge of EWFM or a similar workforce management tool Knowledge of call center metrics