Recent Vacancies at WNS Global Services

Essential Duties and Responsibilities:

• Design, build and refine email communications that support internal and external digital campaigns and ongoing requests from the business. 
• Collaborate with cross-functional teams to coordinate featured assets and content. 
• Work collaboratively to understand business and customer needs and advise on industry best practices and standards related to email marketing.
• Implement innovative designs and solutions, including mobile-responsive designs, to help make assets more visually appealing and enhance usability and engagement.
• Support the tagging of all marketing URLs using Google Analytics for tracking; utilize URL shortening utilities for promotion within digital communications
• Perform QA testing to ensure links, images, segmentation lists, and dynamic content function properly and email renders accurately across various email clients. 
• Measure and improve performance characteristics such as open rate, click-through rates, and content engagement using A/B testing and various other methods. 
• Create, deploy and maintain landing pages that promote new programs, advertised assets, product lines and other digital campaign initiatives. 
• Utilize HTML, CSS, SQL and/or AMPscript to develop customized email templates and landing pages that maintain our client's brand and style guidelines.
• Support the implementation of automated journeys for multiple audiences to cultivate relationships and enhance communications with active and inactive prospects.
• Support digital acquisition and data capture strategies, as well as audience list and database management and integrations. 
• Monitor and respond to email deliverability issues and ensure adherence to email compliance and spam regulations. 
• Analyze email campaign results and assist in the creation and distribution of performance reports, summarizing key insights and offering recommendations. 
• Contribute to the ongoing development and maintenance of the Salesforce Marketing Cloud platform.
• Serve cross-functional roles with Corporate Communications as needed or assigned.

Qualifications

Education and Experience:

• Bachelor’s degree/Diploma required, preferably in marketing, communications or related field
• 2 years of experience in email marketing/digital design with a marketing automation system required
• Enterprise level experience with Salesforce.com and Salesforce Marketing Cloud preferred
• Salesforce Marketing Cloud email certification preferred 
• Automotive industry experience preferred
• Intermediate knowledge of HTML, CSS, SQL and/or AMPscript a plus
• Knowledge and Skill Requirements/Specialized Courses and/or Training:
• Knowledge of email marketing best practices and industry best practices.

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Qualifications

• Minimum requirement of at least a good Grade 12
• UK call center experience advantageous
• 1 – 2 years of Contact Center Experience
• Experience if the fashion industry with high end brands
• Excellent communications skills: clear and neutral accent
• Your language proficiency level means you can speak, listen and write fluently and independently
• You can work collaboratively in a global team using your brilliant communication skills for greater good
• You can resolve challenging situations
• You are able to maintain a friendly, warm and professional tone of voice during all interactions with customers
• You articulate the concept of luxury in every customer interaction by using formal, positive, and professional language.
• You can ask relevant probing questions to understand customer's needs: knowledge of open and closed questions differences and investigation process
• You can empathize with the customer’s problem/needs: acknowledgment and genuine interest in customers
• You can proactively provide solutions in a timely manner and spot potential issues before they escalate
• You are adept at client relationship building and able to deliver a personalized, impeccable customer service
• You are emotionally intelligent and can empathize and adapt accordingly to appreciate different perspectives
• You always put the customer first and priorities the need of the customer
• You can manage and proactively de-escalate difficult situation
• You are proficient with a desktop computer, Microsoft Word and Outlook
• You have strong IT literacy and an understanding of the digital world
• You multi-task to meet time-critical SLA's in today's dynamic retail environment
• You understand the function and the aim of the customer care industry.

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Responsibility

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gathering information to analyze problems and generate solutions in taking the initiative by going beyond  job remit and identify areas for improvement  with a “can do” attitude
• Understands the Business in that you are aware of the business strategy, products, service and organizational structure.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organizes and plans ahead in terms of work schedules and activities to meet deadlines and quality measures,  whilst considering the needs of others so as to ensure that the overall goals and objectives  are met
• Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Minimum Requirements

• Minimum 24 month customer service experience, 12 month of which in leadership / supervisory position.

Qualifications

• Matric or equivalent

Additional Information

• 24/7 Operational hours shifted between Monday and Sunday

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RESPONSIBILITIES 

• Conduct Daily Quality Assurance Audits 
• Conduct Product and Process trainings for New Hires 
• Conduct refresher programs for the process based on the identified training needs. 
• Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction and complaint management are designed properly and implemented. 
• Ability to do Deep dive, RCA and create control plans along with process improvement 
• Should be able to interact with senior management confidently on training & quality performance 
• Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits 
• Design and deliver training programs specializing in current process and new process(s) as per the business requirement 
• Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management

Qualifications

• Should have minimum 3–4-year experience in T&Q role in BPO 
• Extremely self-motivated with a diligent work ethic 
• In depth understanding of training metrics and impact to business metric 
• High level of integrity and strong commitment to building a successful company 
• Business acumen with a problem-solving attitude 
• Proficiency in MS office and MS Excel 
• Ability to work independently as well as part of a team in a fast-paced environment 
• Positive attitude and demonstrated ability to deal with rejection 
• Passion for customer service & great listening skills. 
• Flexible with working hours 
• Multi-tasking abilities 
• Patience when handling tough cases 
• Flexible with a can-do attitude 
• Excellent time management