Job Vacancies 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 2 years’ experience
• Be able to work independently
• Facilities back ground
• Health and safety
• General building
• Computer literate

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

• This is an example for reference, kindly edit basis role requirement

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

Qualifications

• This is an example for reference, kindly edit basis role requirement

Key requirements:

• Matric/Grade 12;

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Role Purpose

• We are looking for an experienced Service Management System Implementation Lead to join our team. The successful candidate will be responsible for facilitating knowledge transfers and optimizing service management systems, including Freshdesk and Freshservice. They will work closely with internal teams and stakeholders to improve workflows, enhance service quality, and elevate customer satisfaction.

Key Relationships

Key Internal Relationships

• Operations team, Support Managers, HR, IT, MIBI, Facilities, Training, BPET and customer facing teams

Key External Relationships

• Client and supplier stakeholders

Essential

Qualifications Required

• Matric/Grade 12 Certificate with relevant tertiary qualification

Preferred

• Contact centre operations team management experience
• Project Management

Essential

Experience Required

• A proven track record of 3-4 years management experience in contact centre environment, preferably with Omni Channel experience
• Proficiency in MS Office (Word, Excel & PowerPoint)
• In depth knowledge or understanding of contact centre technology and methodologies
• Neutral accent essential with excellent verbal and written English communication skills
• Confidence and creditability with the ability to articulate in a clear and concise manner with stakeholders
• Ability to work night shift

Behavioral Traits Required

• High degree of patience, influencing, persuasion skills and assertiveness with excellent rapport-building skills
• Target driven
• Team player
• Excellent problem solving and decision-making ability
• Developing self and others
• Action / Focus / Innovation
• Emotional Intelligence
• Excellent team management & leadership skills
• Exceptional interpersonal and communication skills
• Client-centric
• Impact and influencing skills
• High attention to detail and accuracy

The ability to:

• be agile and able to adapt to change quickly, in a fast-paced environment
• behave in a professional manner and with absolute discretion in all situations
• prioritises and manages workflow
• analyse, validate and interpret data/reports
• resolves conflict
• multi-task, work under pressure and cope with high volumes of work
• copes well under pressures

Other Specific Requirements

• Rotational Shifts Monday to Sunday, public holidays, weekends

Essential

Job-Related Knowledge, Competencies & Skills Required

• Confidence and credibility
• Experience in implementing and maintaining service management systems such as Freshdesk and Freshservice
• Strong leadership skills with the ability to influence and manage change management
• Experience in process mapping and process improvement using Lean Six Sigma methodologies
• Familiarity with AI and machine learning is an advantage\
• Strong analytical skills with the ability to analyze complex data sets
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team in a fast-paced environment
• Project management skills and experience are desirable
• Knowledge or understanding of contact centre technology and methodologies
• Understand good housekeeping for data protection and information security requirements
• Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.
• Ability to prioritise deliverables and plan accordingly
• Embraces change whilst remaining productive and positive
• Excellent written and communication skills
• Strategic thinking

Preferred

• A bachelor's degree in business management or related field

Qualifications

• Matric
• Bachelors Degree

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Job Description

• We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates 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.

Key Responsibilities Areas:

People

• To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs.

Stakeholder Management

• To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organization that will be affected by a programme.

Analytical

• To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

Financials

• To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently

Qualifications

• Essential: Grade 12
• Preferred: Tertiary qualification in management or relevant proven contact center experience
• A proven track record of delivering against client, customer and business outcomes
• 2 years’ experience working within a contact center
• WiNS rating and on the ‘L’ for one year
• Managing scale of 12-14, either as part of development opportunity or a previous role
• POE required or relevant proof or previous experience
• More than 2 years’ experience working within the BPO sector
• More than 2 years’ experience working in a management role
• Experience managing Omni-channel customer operations
• HR Process Knowledge
• Stakeholder Management
• Report writing
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
• Management skills
• Good understanding of the BPO industry
• Communication and written skills
• Problem solving
• Analytical Thinking
• Conflict Management
• Strategic Thinking
• Time Management