Job Opportunities at WNS Global Services SA

Job Description

• To ensure that the client has business continuity in a safe and healthy environment. To ensure that facilities day to day operations are completed satisfactorily by the appropriate personal. Ensure that staff is proactive. Ensure that regular audits are completed and that the concerns found are rectified. Communicate regular with manager and complete weekly and monthly reports. File all documents and have it on hand for audits.
• Have weekly meetings with onsite staff. Have monthly meetings with suppliers and raise concerns. Ensure that all scheduled work is completed as per scope and that all required documents are received. Oversee all onsite contractors and supervise onsite Facilities operations. Communicate regularly with superior on on-going operations raise any concerns immediately.

To be the communication centre and coordinate all services.

Qualifications

Essential

• Matric/Grade 12 Certificate

Preferred

• Facilities Management background
• Project Management
• Computer literate. Microsoft office.

Additional Information

EXPERIENCE REQUIRED

• At least 5 years’ experience
• Be able to work independently
• Facilities back ground
• Health and safety
• Project Management experience
• General building
• Computer literate
• Staff management

Behavioral Traits Required

• Planning Skills
• Proactive thinker
• Take Initiative
• Friendly and professional
• Team Player
• Strong personality essential
• Customer service orientated
• Hunger to exceed expectation
• Motivated
• Able to work under pressure
• Able to work without supervision

Other

• Adapt to system changes
• Adapt to structural changes
• Be flexible with the demands required from Facilities department and business
• Be available on standby/contactable

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Job Description

• The main purpose of this job is to perform quality control audits to evaluate accuracy and effectiveness of operations.
• We are looking for professional, high performance individuals, with attention to detail, accuracy, and problem-solving skills to manage and monitor quality for all processes.

Key responsibilities:

• Conduct compliance checks to meet SLA’s
• Conduct quality audits and provide feedback to managers
• Hold regular meetings with team leaders and agents
• Provide feedback to agents on assessments
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Monitor a select number of agents per day, per week.
• Calibrate quality assurance scoring with management
• Achieve and maintain acceptable quality scores
• Participate in staff meeting and collaboration sessions with management to exchange ideas and
• Continually examine opportunities for quality improvements and adherence

Qualifications

• A Matric/Grade 12 Certificate or equivalent
• Tertiary qualification would be advantageous but not essential
• High attention to detail and accuracy

Experience, knowledge, skills and attributes required:

• At least 2 years Call Centre experience in customer service
• minimum 1 year quality assessment experience in a Call Centre environment
• Proficiency in Microsoft Office packages (Word, Outlook) with high proficiency in Excel
• Excellent interpersonal and communication skills
• High attention to detail and accuracy
• Should not have any live warnings

Ability to:

• analyze, validate and interpret data/reports
• multi-task, work under pressure and cope with high volumes of work
• cope with pressures and setbacks
• document problems and assist in their resolution.
• document processes and identify areas for improvement.
• adapt to change quickly, in a fast-paced environment
• prioritise and manage work flow

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Job Description

The main purpose of this position is to manage and monitor service levels and associate performance on the Power campaign by The main purpose of this position is to manage and monitor service levels and associate performance on the campaign.

• 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, excel & 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 workforce management tools
• Knowledge of call center metrics