Job Vacancies at WNS Global Services SA

About the Job

Job Description
Main purpose:

• The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit.
• The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables and this will result in:Increased employee engagementEnhanced personal performanceImproved productivityEnhanced customer experienceIncreased employee retention

Key responsibilities:

• Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.
• Managing a group of trainees on a day to day basis including the administration of the group and follow through
• Supporting in nesting and BAU and conducting and reporting on training needs analysis
• Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;
• Assessment: Assessments must be completed for all training events; Remedial support must be provided to all delegates prior to re-assessment;
• Administration: Capture learner records in line with Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.

Knowledge, skills and attributes required:

• High proficiency in delivering impact training and facilitation;
• Strong planning, organizing and time management skills;
• High proficiency in verbal & written English;
• Strong communication and interpersonal skills;
• High attention to detail and accuracy;
• Exceptional administrative skills;
• The ability to work within a team;
• Self-motivated;Self-manageable;
• Strong customer service orientation;Proactive.

Qualifications

• Qualifications Experience required:1+ years’ experience in Utilities will be an advantage;
• 6 months+ experience in Facilitation & Learning & Development;
• Specified Utilities campaign experience advantageous;
• Training, coaching and mentoring experience;
• Computer literacy at intermediate level (MS Office).*Must be able to travel between sites when required

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About the Job

Job Description

• Lead a Team of Customer service reps to deliver world class customer experience. Coach, support, drive and engage with you team to deliver the best results in KPIS and SLAs

Job Description

Main purpose

• To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly

Responsibility

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gathering information to analyze problems and generate solutions in taking the initiative by going beyond  job remit and identify areas for improvement  with a “can do” attitude
• Understands the Business in that you are aware of the business strategy, products, service and organizational structure.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organizes and plans ahead in terms of work schedules and activities to meet deadlines and quality measures,  whilst considering the needs of others so as to ensure that the overall goals and objectives  are met
• Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Qualifications

• Matric
• Minimum 24 month customer service experience, 12 month of which in leadership / supervisory position.