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  • Posted: Aug 4, 2022
    Deadline: Not specified
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    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...
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    Assistant Manager - Voice and Communications Trainer

    Job Description

    Main purpose:

    The purpose of the Voice and Communications Trainer is to deliver on the required training needs identified for the assigned operational business units.

    • Drive the communications needs analysis for Floor Support Teams for on-time and quality delivery
    • Manage Trainee competency and quality
    • Conduct TNI & TNA to program the modules as per the process needs
    • Conduct TNI through floor interventions
    • Support Pre-Process Training as required for New Hire batches
    • Manage IR / HR required processes during this time
    • CSAT support and management through Agent Skill Mapping and development
    • Conduct Business Quality management end to end with coaching and feedback
    • Content revision and creation
    • Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics
    • Consistently achieve or exceed quality training and targets
    • Conform to company and client security requirements

    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 business units requirements: Complete Training Reports and comply to required training processes; Complete delegate attendance registers

    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

    Experience required:

    • 1+ years ‘ Energy and Utilities customer service call center experience advantageous
    • 2+ years’ experience in Learning & Development within a contact center environment
    • Experience in facilitation of training with more focus on soft skills training (Required)
    • Training, coaching and mentoring experience.
    • Computer literacy at intermediate level (MS Office).
    • CELTA Certification an (advantage)
    • ODEDTP Qualification (advantage)

    go to method of application »

    Senior Operations Manager: Insurance Contact Centre - Night Shift

    Job Description

    Accountability & Responsibility:

    • As part of the senior management team you lead a team of operational leaders.
    • You are customer & client facing & strive to deliver excellent customer experience
    • You drive continuous improvement experiments through your team & harvest ideas
    • You manage costs & profitability through all available commercial levers
    • You develop your people through effective coaching, performance management & drive a recognition culture
    • You support your operations colleagues to exceed client expectations on all levels at all times
    • You have robust & honest performance & behavioral conversations
    • You drive compliance in everything you do You are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism

    What You'll Be Responsible For

    • Operational Delivery
    • Deliver Contractual & Commercial Performance People Management
    • Create a High Performing, Highly Engaged Team Stakeholder Management
    • Build Excellent Relationships, Internally & Externally, at all Levels
    • Compliance & Governance
    • Ensure Compliance to all Relevant Process & Regulatory Standards
    • Innovation Drive Continuous Improvement & Create Value

    Qualifications

    • Relevant Tertiary Degree
    • 5-7 Years Experience as an Operations Leader - preferably in an Insurance environment

    go to method of application »

    Senior Program Analyst - IT

    Job Description

    The purpose of the Snr Program Analyst role is to reactively and proactively support and maintain the IT Desktop Services & infrastructure through effective incident management, fault diagnosis, repair, preventative maintenance and daily service tasks. This role requires working shifts on a 24/7 rotation to support various customers.

    These tasks include but are not limited to:

    • Maintaining and supporting the WNS business applications, and ensuring the reliability, availability and sustainability of information and communication resources.
    • Ensure that tickets are kept updated and incidents are managed, prioritized and escalated efficiently.
    • Installation, diagnosis, maintenance and repair of PC hardware, Telephony and related hardware as per business requirements
    • Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions.
    • Respond to the business incidents and problems and escalate incidents when required.
    • Responsible for providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications
    • Respond, Diagnose and repair system faults within agreed SLA’s
    • Ensure tasks are completed to a high standard and to agreed timescales
    • Ensure that incidents are escalated accordingly and efficiently to the Tier 3 IT Support Team.
    • VoIP phone configuration and support
    • Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully
    • Keep abreast of latest technology and process improvements with focus on continuous improvement
    • Ensure all systems are compliant and maintained accordingly
    • Minimize escalations
    • Willing to work shifts on a 24/7 rotation.
    • Willing to work after hours if and when required

    Qualifications

    Qualifications Required:

    • A Matric/Grade 12 Certificate or equivalent
    • MSCE / MCITP (Advantage)
    • ITIL Certified (Advantage)

    Experience, Knowledge, Skills and Attributes Required:

    • At least 2 years’ experience in an application support role (Advantage)
    • At least 2 years’ experience working within a BPO environment or similar. (Advantage)
    • At least 2 years’ experience in Asset management/control (advantage)
    • Incident and change management experience (advantage)
    • At least 2 years’ experience in a Microsoft Windows desktop support role (Required)

    Method of Application

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