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  • Posted: Apr 5, 2022
    Deadline: Not specified
  • Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
    Read more about this company


    Assistant Manager - WFM - South Africa


    Produce accurate short term workload forecasts, including schedules. (signed off min. 4 weeks) Create & use simulation models to accurately forecast the impacts of any change & project implementation. Proactively deliver in-depth analysis to lead change and drive operational effectiveness & efficiency. Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy, leveraging multi-variate and root cause analysis to extract insight to continuously improve the way we plan and operate.


    • Ensure accurate implementation of schedules in line with best practice and to ensure that service levels targets are met.
    • Accurately forecasting of call volume, absence, attrition, AHT & shrinkage through trend analysis. Reviewing & tracking on a regular basis in conjunction with the RTA team.
    • Pro Active engagement with Operation at all levels highlighting any changes in business or potential impact based on any of the main variables.
    • Create new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.
    • Effective Client Relationship Management (internal/external).
    • Effective resource optimization/utilization across inbound, outbound & back office functions.
    • Ensure the Resource Planning (Shift Influx) & processes are aligned to deliver the most optimised plan and maximum benefit for the operation.
    • Effectively managing the B2P ratios across the business.
    • Accurate HC alignment across all systems & reports.
    • KPI tracking
    • WFM governance
    • Effective leave management
    • Ability to work well under pressure
    • Exceptional teamwork skills
    • Proven experience in driving HR and Operational processes


    • minumum Matric

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    Manager - Operations (Call Center)

    Job Description
    At least 6+ years in the Service Industry, managing Contact Center operations (Voice+ Non-Voice) and large teams in 100+ people. The incumbent should have experience in Client Management, SLA Management, Transformation Projects and Transitions.

    Scope of Work / Area of Influence: Independently manage Client Relationship and ensure continual value add to client business through Operational Excellence & Digital Transformation.

    Key Accountabilities:

    • Ensuring 100% target are met month on month
    • Managing headcount requirements against budget 
    • Consultative Approach to drive transformation in the client business processes
    • Managing performance of team and driving them
    • Client & Account Management
    • SLA/ KPI Management
    • People Management

    Job Responsibilities:

    • Hiring, Retain and development of best talent in the industry
    • Ensure implementation and continuous improvement of quality systems/procedures
    • Strategize and implement Continuous Improvement in the existing client’s business Processes.  
    • Maintaining 100% customer satisfaction Index
    • Should have the ability to view one’s own functional area in the wider context of the Client and the company
    • Is able to set targets and develop courses of action to achieve the target for self and team members
    • Ensure Succession planning across levels and build redundancy and resilience in the system in the interest of the client and the company.
    • Liaise and work closely with other support function to achieve organisational goals
    • Uphold Company Vision and Values
    • Ensuring all support functions are working towards meeting the process goal.

    Personal Attributes:

    • Excellent Communication Skills (Written & Verbal)
    • Excellent Presentation Skills/ Sound knowledge of MS office
    • Excellent Leadership & Man Management & Decision-Making skills
    • Strong Customer Focus & Good knowledge of the industry
    • Self-Starter with high energy level and ability to handle diverse work pressure and stress
    • Attention to detail 


    • Graduate / Post Graduate in Management

    Additional Information

    • Must be able to work the following operational hours:
    • 5 days a week, Monday to Friday 7am till 8pm, rotational shifts, and standby on weekends
    • SA Public holidays 

    Method of Application

    Use the link(s) below to apply on company website.


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