Jobs at WNS Global Services

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)

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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

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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)