Job vacancies at WNS Global Services

Job Description

This is an example for reference, kindly edit basis role requirement.

 The main purpose of this position is to manage and monitor service levels and associate performance on the campaign. Work with the operation and business to ensure processed are followed and accurate staff information is held

•  Ensure team deliver effective scheduling and understand impacts on the wider business
•  Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.
•  Ensure regular review of key people metrics; utilization & shrinkages, commitment, AHT
•  Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
•  Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
•  Develop and support team to ensure clarity of role and strong skills required to complete tasks
•  Correct booking of segments (billable purposes)
•  Processing terminations on E-exit
•  Work well under pressure and customer service orientated
•  Strong communication ,interpersonal and conflict handling skills
•  Excellent written, verbal communication and presentation skills
•  Good planning, organizing and time management skills
•  Strong analytical ability and statistical mathematical ability
•  High attention to detail and accuracy

 The ability to:

•  Interpret information and identify anomalies or patterns
•  take ownership and deliver results
•  Energetic
•  Proactive
•  Effective emotional Intelligence
•  Strong customer service orientation

Qualifications

This is an example for reference, kindly edit basis role requirement**

• Matric or equivalent essential
• Minimum 2 years call center experience essential
• Efficient in MS Office packages, specifically Excel
• Knowledge of workforce management tools
• Knowledge of call center metrics
• Knowledge of ESS

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Job Description
An exciting opportunity for a Team Leaders: Operations has just become available in our UK Campaign.

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Key Responsibilities Areas:

People

•  To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.

Stakeholder Management

•  To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.

Analytical

•  To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

Financials

•  To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Qualifications Required:       

• Essential: Grade 12

Preferred:

• Tertiary qualification in management or relevant proven contact center experience

Experience, Knowledge, Skills and Attributes Required:

•    A proven track record of delivering against client, customer and business outcomes     2 years’ experience working within a contact center     More than 2 years’ experience working in a management role     Managing scale of 12-14, either as part of development opportunity or a previous role

Preferred     

• More than 2 years’ experience working within the BPO sector     More than 2 years’ experience working in a management role     Experience managing Omni-channel customer operations

Behavioural Traits Required

•  Communication and written skills
•  Problem solving
•  Analytical Thinking
•  Conflict Management
•  Strategic Thinking
•  Time Management

Job-Related Knowledge, Competencies & Skills Required

•  HR Process Knowledge
•  Stakeholder Management
•  Report writing
•  Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
•  Management skills
•  Good understanding of the BPO industry

Qualifications
Qualifications and Experience

•  Minimum requirement :Degree
•  Maths and/or Maths literacy is advantageous
•  Customer service experience
•  UK call center experience advantageous

Required Skills:

• Computer literacy (Essential).
• Proficient in MS Word, Email and good typing speed (Essential).
• Neutral accent with excellent verbal and written English communication skills (Essential)