Latest Jobs at WNS Global Services

Job Description

The SQL Server DBA will be responsible for the implementation, configuration, maintenance, and performance of critical SQL Server RDBMS systems, to ensure the availability and consistent performance of our corporate applications. This is a “hands-on” position requiring solid technical skills, as well as excellent interpersonal and communication skills. The role will be responsible for the development and sustainment of the SQL Server Warehouse, ensuring its operational readiness (security, health and performance), executing data loads, and performing data modeling in support of multiple development teams. The data warehouse supports an enterprise application suite of program management tools. Must be capable of working independently and collaboratively.
 

You will be responsible for the following:

• Ensure that new database code meets company standards for readability, reliability, and performance

• Each week, give developers a list of the top 10 most resource-intensive queries on the server and suggest ways to improve performance on each

• Design indexes for existing applications, choosing when to add or remove indexes

• When users complain about the performance of a particular query, help developers improve the performance of that query by tweaking it or modifying indexes

• Conduct SQL Server lunch-and-learn sessions for application developers

• Advise developers on the most efficient database designs (tables, datatypes, stored procedures, functions, etc.)

• Writing and improving SQL Server T-SQL queries and designing tables and picking datatypes

• Using Profiler traces and other tools to find the most frequently run queries

• On-call troubleshooting for SQL Server service outages

• Designing databases and ensuring their stability, reliability, and performance

• Design, create, and implement database systems based on the end user's requirements

• Improve application's performances

• Prepare documentations for database applications

• Memory management for database systems

• Develop database schemas, tables and dictionaries

• Ensure the data quality and integrity in databases

• Fix any issues related to database performance and provide corrective measures 

• Create complex functions, scripts, stored procedures and triggers to support application development

• Take regular database backup

• Test databases and perform bug fixes

• Provide authentication and authorizations for Database

Develop best practices for database design and development activities

Qualifications

Essential

• Matric/Grade 12 Certificate

• Hold or working towards:

  • A certification in MS SQL Server database management or similar

  • BPO experience across multiple functions

• Minimum 2 years’ work experience in a BPO industry of which at least 1 year must be in a MI&BI role

• People management or team leader/ supervisor experience (preferable)

• End to end experience and understanding of:

  • Data Mining (sourcing of data points)

  • Extract, Transfer & Load process

    • Data extraction, manipulation and maintenance (Microsoft SQL Package , R, SAS, Excel)

  • Database structures

  • Visualization of Data to support campaigns or clients with actionable insights to support decision making (Qlikview, Tableau, SSRS, Excel, PowerBI)

Preferred

• A degree or equivalent in a relevant field such as Machine Learning, Computer Science, Statistics, Applied Math, Informatics or other similar fields

• Exposure to CRM algorithms

• Working towards and understanding in statistical analysis (R, SAS Enterprise Miner, Lynux, Anaconda, Python)

Additional Information

Behavioral Traits Required 

• Curiosity and passion for understanding data to develop reporting to help identify trends and support decision making

• Desire to continually research and learn (new technologies, tools, techniques, platforms)

• Excellent communicating and presenting skills (written and verbal)

• Ability to work under pressure in a fast paced and dynamic environment

• Great at building individual, team and partner relationships

• A strong sense of ownership and accountability

• Personal Effectiveness

• Works effectively with a team of technical professionals

• Balances own priorities with directing and motivating others.

• Plans and assigns work over periods of up to a year.

• Supports and develops others through the MIBI Team Development Plan initiative, demonstrating coaching and upskill capability and developing own people management and leadership skills

• Creates a climate for optimal performance.

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Job Description

To enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.

Actively engage stakeholders for information sharing purposes regarding quality findings and trends.

Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Qualifications

Essential: Matric/Grade 12 Certificate

Preferred:

• Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma

• ISO 9001:2015

Additional Information

Experience Required

Essential

• Minimum 24 months experience as a quality assessor

• Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.

Preferred

• Quality expertise for North American market

• Experience as a quality assessor in Insurance

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Job Description

The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, as well as the management of a team of Planners, Schedulers and Real Time Administrators (RTA).  The responsibility  of this role is to optimize the manner in which our workforce is utilized in order to drive efficiency and reduce resource costs.
This role will also be required to provide input as well as advice into all RFP, RFI and Solution Presentations for future clients

• Extensive experience with planning, scheduling and forecasting within the contact center environment
• Both inbound and outbound
• Across Multi / Omni Channel environments
• Comfortable and quick working in PPT, MS-Excel
• Experience with Workforce management Tools:
• Workforce management software
• requirements management tools or project management software such as MS Project
• Experience working with:
• FTE based workforce models
• Outcomes based workforce models
• Variety of Telephony platforms (Avaya, Presence, Cisco etc.)
• Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)
• Experience in activities related to:
• Workforce Optimization
• Cost to Serve reduction
• Workforce modelling and solutioning
• Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
• Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.
• Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.
• Trends real time call arrival patterns and adjusts staffing accordingly.
• Identify call routing anomalies using real time monitoring applications.
• Oversees and maintains the Workforce Management (WFM) Platform / System
• Identifies real time call volume interruptions and system outages that impact contact center performance.
• Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
• Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:
• Compiles monthly reports the daily/monthly call center statistics.
• Report on workforce management plan
• Identifies risks and reports finding to various stakeholders

People Management

Team Structure & Placements

• Manages the Analytics structure & placements within the team
• Employee Engagement
• Performance & Discipline Management

Qualifications

• Minimum 5 years’ workforce management / scheduling experience, including people management experience.
• 2 years’ managing others and/or experience in Workforce Management. Expert level understanding of Workforce management principles such as Erlang C etc.
• minimum two year experience in analytics, dialer technical experience or related field Experience implementing new software / applications Experience managing teams in different geographic locations