Jobs at WNS Global Services

Job Description

Main purpose The main purpose of this position is to manage and monitor service levels and associate performance on the UK campaign by:

• Ensuring the operation works within given ratios and staffing level budgets
• Provide support to the team and operations
• Highlight and flag risk areas 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, 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 EWFM or a similar workforce management tool Knowledge of call center metrics

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Job Description

We have a fantastic opportunity for outstanding individuals to be appointed as Assistant Manager within the Workforce Management department. 

The key purpose of this role is to lead, coach, develop, motivate and retain a team of RTA’s while ensuring that we offer the best service to Operations.

The scope of the role requires the achievement of departmental service levels and focuses on target achievement. 

Key responsibilities

• Provide support to team members with queries, to ensure the needs of operations/clients are dealt with promptly, efficiently and professionally
• Provide support for both team members and the operations
• Ensure the department operates at its maximum handling capacity
• Develop individuals through coaching and training
• Provide effective two-way communication with the team, operations and client
• Be an integral member of the WFM team
• Ensure all WFM RTA process are documented, updated and communicated
• Ensure that team members meet and exceed KPI’s Skills, experience and attributes
   

Qualifications

• minimum Matric
   

Additional Information

• 6 to 12 months previous Team Leader/Supervisory experience
• Minimum 3 years call center experience
• Understanding of call center metrics
• Understanding of workforce management metrics and methodology
• Excellent communication skills
• Excellent report writing skills
• Determination to achieve high standards
• Good decision-making skills
• Ability to coach and motivate individuals
• Willingness to be approachable and help team members
• Performance management skills
• Organizational skills
• Ability to work well under pressure
• Exceptional teamwork skills
• Proven experience in driving HR and Operational processes

go to method of application »

Job Description
 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, 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
• Knowledge of E - WFM tool