Jobs at WNS Global Services SA

Job Description
Role Purpose (Why your role exists)

Key Relationships (Who you will be working with)

• Key Internal Relationships Operations Managers and Associates, IT, Dialler Administrators, Outbound MIBI Team, Executive Management, WFM team, WFM Management
• Key External Relationships Any New, prospective or existing; Clients, Partners, Vendors and/or Suppliers

Qualifications Required

Essential

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

Experience Required

Essential

• Planning and Scheduling minimum experience of 3 years
• Should be comfortable in creating capacity plans and agent schedules using Excel
• Should be comfortable in doing staffing simulations using Erlang templates
• Dialer Management experience of minimum 1 year
• Minimum of 3 years’ experience in the interpretation of call centre analysis
• Proven record of formulating strategies and ability to effectively analyse business data
• Knowledge of WFM management/ownership and scenario based capacity planning for outbound
• Experience in developing and implementing strategic WFM projects that bring about system/operational efficiencies
• Experience in running and completing projects to completion
• Stakeholder Management at a senior and executive level
• Client Engagement and presentation experience
•  Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)
• Proven track record of delivering results and leading teams in a dynamic business environment
• Change agent with strong credibility and influence in the organization
• Demonstrated ability to motivate others and achieve results
• Strong analytical and quantitative skills
• Strong oral and written communication skills
• Strong interpersonal and leadership skills
• Anticipates customer needs and ensures that they are met.
• Measures processes and performance through the customer's eyes
• Ability to consolidate and analyse complex 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 ability to influence Senior Management and key stakeholders

Job-Related Knowledge, Competencies & Skills Required

Essential

• Confident Personality – able to challenge and debate issues of importance to the business
• Persuasive & Influential – able to look at situations from several points of view; create a shared vision and to positively influence others to achieve results that are in the best interest of the business
• 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, resolve problems, and makes decisions that enhance organizational effectiveness.
• Makes Sound Decisions – assesses situations to determine the importance, urgency and risks, and makes clear decisions, based on sound judgment, which are timely and in the best interests of the business.
• Organized – organizes resources, sets priorities, manages time effectively, monitors progress towards goals, and tracks details, data, information and activities
• Plans - determines strategies to move the business forward, sets goals, creates and implements actions plans, and evaluates the process and results.
• Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.
• Has a High Energy Level & Stress Tolerance - to cope with the long hours, regular travel and constant deadlines; excels at operating in a fast paced environment; is resilient, has tenacity and maintains high levels of drive and initiative under pressure
• Communicates effectively - at all levels both within, as well as outside the company
• Sound commercial mentality
• Conflict management & resolution skills
• Networking skills & the ability to be resourceful
• High attention to detail
•  Other Specific Requirements
• Must be mobile and able to travel locally, domestically and internationally, as per business requirements

Qualifications

• Matric

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Job Description

Job Summary (Description of the role / position)

• Be required to proactively contact customers both by telephone and in writing.
• This will require both inbound and outbound calling, most of which will involve ‘telephone dialer’ activity; Be required to work to agreed quality standards and within agreed timescales; Be responsible for proactively developing and maintaining your specialist industry, business and system knowledge; Be responsible for managing complaints and ensuring the compliance of these; Need to liaise with both internal and external colleagues throughout the business and externally with customers; Have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and communication skills; Work with your customers to reduce debt in a timely manner to meet agreed targets.
• This will involve dealing with customer’s queries and internal queries within agreed SLA’s. Part of the role will be to mitigate any risk to our client and take necessary escalation action as appropriate; Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer’s records and proactively collect appropriate information.

Primary Job Duties & Responsibilities

• Assess individual customer and agent situations to provide quotes, policy inquiries and changes, billing questions, and technical support.
• Review and resolve policy cancellations, reinstatements, and service-related complaints.
• Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
• De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
• Use judgement when identifying new business opportunities driven by customer or agent requests.
• Track and document customer account interactions.
• Other duties as assigned.

Job Specific Technical Skills & Competencies

• Strong customer service skills.
• Excellent communication skills with the ability to actively listen and empathize.
• Ability to leverage math and analytical skills to assist with billing inquiries.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
• Some college coursework or work experience preferred.
• Prior customer service and/or call center experience a plus

Qualifications

• Matric

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Job Description

• Conduct new hire classes and hand hold them in the OJT phase and complete smooth transition from class to production
• Evaluate employee performance to gauge where skills are lacking.
• Work with internal and external stakeholders and drive process and floor support.
• Create training programs to address skill gaps in employees by conducting regular TNA and TNI
• Storyboard and prepare learning materials for programs.
• Coach and provide feedback to trainees on their performance in class and on shop floor.
• Control absenteeism and attrition in class and motivate the batch.
• Consistently achieve or exceed targets on quality and throughput in training.
• Create new training content and update existing content to support new hires and existing staff on the floor.
• Maintain accurate data for the classes and ensure timely reporting.
• Participate in regular internal and external stakeholder customer interactions.

Qualifications

• Sound knowledge of Airline travel domain – preferably Res - Ticketing background
• Should have Voice training experience of more than 3 years on airline travel domain.
• Ability to work in shifts.
• Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents.
• Ability to identify gaps in skills in classroom and on the shop floor. Design customized training programs and track ROI.
• Good people management and organizational skills
• Good knowledge of MS Office – PowerPoint, Excel, and Word.
• Willingness to go over and beyond the regular delivery requirements during ramp/ peak season.
• Good analytical and presentation skills.