Job Vacancies at WNS Global Services

About the Job

Job Description

• An exciting opportunity for a Group Manager : Operations has just become available in one of our UK Campaigns. We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of team Leaders  to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Accountability & Responsibility

• As part of the senior management team of you lead a specialist function
• You are customer & client facing & strive to deliver excellent customer experience
• You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area
• You drive the ISBU culture through effective communication, by continuously displaying the ISBU habits & behave as a role model leader
• You develop people's knowledge of your functional area to benefit the business & the client
• You support your operations colleagues to exceed client expectations on all levels at all times
• You remain at the leading edge of knowledge for your area of functional expertise
• You are accountable for risk management & compliance for your functional area
• You share your knowledge & best practice to improve performance
• You deliver business intelligence & insight for your functional area
• You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

Compliance

• Ensure Compliance to all Relevant Process & Regulatory Standards
• Continuous Improvement Design & Deliver Change Initiatives & Projects
• Subject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist Field
• Functional Delivery & Optimization Ownership & Development of Your Functional Area

Knowledge, Skills and Attributes:

• Leadership
• Change management
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills
• MS Office at an advanced level

Key Responsibilities:

• Operational Delivery
• Deliver contractual and commercial performance through cost and profitability management
• People Management
• Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
• Compliance & Governance
• Ensure compliance to all relevant process and regulatory standards
• Cost Management
• Control and minimise costs
• Innovation
• Drive continuous improvement and create value by delivering excellent customer experience

Qualifications and Experience

• Minimum requirement : Matric
• Customer service experience
• UK  Utility call center experience advantageous

Required Skills:

• Computer literacy (Essential).
• Proficient in MS Word, Email and good typing speed (Essential).
• Excellent verbal and written English communication skills (Essential)

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About the Job

Job Description

• Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

Key Responsibilities Areas

• Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods 
• Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required 
• Devise and deliver project that benefits the campaign 
• Create a yearly calendar of potential risk 
• Provide optimal forecasting, scheduling and identifying new methods, strategies and opportunities 
• Ensure sufficient staff is scheduled per interval to meet productive hour targets 
• Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans 
• Provide optimized schedules which meet the contracted SLA's and effectively communicate any potential risks 
• Create scenarios and present to the operations leadership team on the scheduling options highlighting risk and benefits 
• Track and monitor plans to identify optimization opportunities and report on variance to plan. 
• Report on and monitor agent productive hours delivery 
• Effectively manage planned shrinkages to ensure that delivery against client expectation is met 
• Manage two real time analysts to ensure that we meet client and internal expectations.

Qualifications

• Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools 

Preferred

• A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education 

Experience

• Min 3 year’s experience in a WFM team. 
• Min 1 year’s planning experience with Aspect systems Experience managing client relationships Spread sheets with formula application and/or database software (Excel, Access) 
• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software. 
• Advanced MS Office

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About the Job

Job Description

• Manages and oversees a team of call center agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI’s like inbound calls, call waiting, and call abandonment.
• Assists with taking agents’ calls if they can’t handle the workload.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance, and make sure work procedures are complied with.
• Assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Should have Travel background and GDS background

Qualifications

• Grade 12

Additional Information

• Travel Background essential 
• GDS or similar system knowledge