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  • Posted: Dec 24, 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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    RTA - South Africa

    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

    Method of Application

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

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