Jobs at WNS Global Services - 2 Positions

JOB PURPOSE

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.

KEY RESPONSIBILITY AREAS

• 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

Qualifications

• minumum Matric

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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 

Qualifications

• 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