Job Openings at WNS Global Services SA

Roles & Responsibilities:

• Assistant Manager will manage team of 15-25 staff and will be responsible for day-to-day operations.
• This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
• Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
• Manage customer/client escalations effectively as per guidelines.
• Understand customer queries, feedback and respond in a positive manner.
• Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
• Should be flexible to work in Hybrid model or office as specified by business / process
• Hiring, retaining and development of best talent in the industry
• Liaise and work closely with other support function to achieve organizational goals

Skills required:

• Demonstrated leadership ability and excellent people management skills.
• Knowledge and experience in organizational effectiveness and operations management
• Excellent computer skills and proficient in Excel, Word, Outlook, and Access
• Excellent communication skills both verbal and written
• Excellent interpersonal skills and a collaborative management style
• A demonstrated commitment to high professional ethical standards in a diverse workplace
• Open to direction and Collaborative work style and commitment to get the job done
• High comfort level working in a diverse environment
• Solutions mind-set, passion to drive better customer experience.
• Ability to adapt self with the team in-case of adversity, business challenges/requirement.
• High attention to detail and accuracy
• Result driven team player
• Effective negotiation, influencing and persuasion skills
• Adherence to work flows in ensuring WNS remains compliant with all relevant process and regulatorystandards

Qualifications

• Matric/Grade 12 Certificate;
• Relevant Tertiary qualification is preferable

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Job Description

• The ideal candidate should have at least 4 years of Workforce Management experience from BPO industry.
• Experience working as a team Lead or Assistant Manager in BPO WFM department for a minimum of 2 years.
• Should have knowledge/hands on experience in generating – Long Range Forecasting and Capacity Planning
• Excellent communication skill in oral and written
• Experience in Client and Stakeholder management
• Good Knowledge of MS-Office and Power BI
• Good Knowledge of Budgeting and other metrics
• Should have In-depth understanding of the various call center metrics and their impact on each other.
• Should be able to understand, manage and report metrics like Service Level, Occupancy, Attrition, Shrinkage, Staffing etc.

Qualifications

• Grade 12
• College or University Graduate