Vacancies at WNS Global Services SA

Job Description

• The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits . Conduct call assessments checks to meet SLA’s;
• Provide assessment feedback to the agents;
• Attend and manage calibrations with operations teams and the client;
• Conduct quality audits and provide feedback to managers;
• Hold regular meetings with team leaders and agents; Ensure accurate data capturing;
• Continually examine opportunities for quality improvements;
• 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;
• Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.

Qualifications

• A Matric/Grade 12 Certificate or equivalent; Tertiary qualification would be advantageous but not essential.
• Proficiency in Microsoft Office packages (Word, Outlook, Excel); Excellent interpersonal and communication skills; 
• High attention to detail and accuracy.
• The ability to: Analyze, validate and interpret data/reports;
• Multi-task, work under pressure and cope with high volumes of work;
• Document problems and assist in their resolution;
• Document processes and identify areas for improvement;
• Adapt to change quickly, in a fast-paced environment;
• Prioritize and manage workflow

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Job Description

• Develop and lead a team of highly competent Trainers, delivering the best of training experience to the Account(s).
• Drive Training efficiency and effectiveness for the Account, through the Training Metrics.
• Plan, execute and monitor all training & development interventions to enhance team and operational excellence
• Drive training related change management and compliance programs for the Account.
• Drive content management and instructional design with the latest technology and practices to stay ahead of the competition.
• Drive ROI for the learning investment in people and value delivered to business.
• Be the ambassador for latest & innovative practices and technology and implement the best practices for the Account(s).
• Lead and develop a high-performing team supporting the Account.

Qualifications

• Minimum 4 yrs. experience in Training
• Experience in training automation/digitalization is preferred
• Knowledge & experience of Six Sigma, Agile methodology & demonstrate a digital mindset is preferred
• Strong work ethic with a will-to-win attitude
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid changes