Jobs at WNS Global Services

Job Description

• The main purpose of this position as part of the senior management is to lead a team with specialist function.
• You are customer & client facing & strive to deliver excellent customer experience.
• You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities·

• Lead a team of operational leaders·
• Deliver contractual and commercial performance through cost and profitability management· Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition·
• Build excellent relationships both internally and externally at all levels·
• Ensure compliance to all relevant process and regulatory standards·
• Control and minimise costs·
• Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes: ·

• Leadership·
• Change management·
• Effective coaching skills·
• Commercial acumen·
• Planning and organizational skills·
• MS Office at an advanced level

Qualifications

• Grade 12/Matric·
• Proven track record of 5 years’ experience as senior operations manager·
• Experience in a contact center/BPO environment·

Additional Information

UK Shifts

go to method of application »

Job Description

Assess/Monitor calls against the required targets set out- Analytical skills to identify opportunities within reports

Track and manage improvements based on coaching’s provided to Solvers

• Create weekly action plans to improve the bottom/Mid Quartile for all Level 1 KPI’s (IE, NPS/Conduct/AHT)
• To ensure professional, polite, friendly, and efficient service is always offered by yourself and Solvers
• To conduct Quality assessments on advisors through SBS (Side by Sides)
  • To conduct compliance checks to meet SLA’s- To administer calibration sessions with all relevant stakeholders (At Solver & Team Leader Level)
  • To conduct audits upon request and provide managers with the necessary feedback.- Meeting the quality & operational standards
  • To conduct meetings with Solvers & team leaders Daily/Weekly/Monthly
  • To ensure that all advisors receive coaching/Feedback on a daily basis- To mentor Solvers on a daily basis
• Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods
  • Maintain library of model documents, templates, or other reusable knowledge assets.
• Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
• Assure compliance requirements are met and implement solutions to prevent non-compliance
• Attend Meetings with operations team and/ or client to report on Coaching analysis
• Collect data on processes in preparation for analysis to determine areas of improvement
  • Ensure accurate data capturing- Conduct spot checks on quality assessments to ensure alignment between the various stakeholders
• Weekly Call taking to ensure that your knowledge and competence are at the required level.

Qualifications

• Grade 12 (Matric) or equivalent
• Achieving Conduct & NPS Scores for the last 3 months consecutively