Copy of Lead Associate

2 weeks ago

Cape Town, Western Cape, South Africa WNS Global Services Full time
Company Description

WNS (Holdings)

Limited (NYSE:
WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.


Job Description:

  • Primary role would include Real time monitoring for a Line Adherence business model along with Daily/Intraday Reporting
  • This person will require strong analytical skills, attention to detail, positive professional attitude, and the ability to work in a team environment. WFM Tools Competency i.e., IEX, Aspect, Blue-Pumpkin. Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc. Raising alarms about nonadherence to schedules
  • Raising prior alarms in case of any risks to meet line adherence goals
  • Ensure tight management of FTE requirements and delivery
  • Excellent communication skill in oral and written. Ability to manage allocated tasks and perform them with little supervision
  • Would be responsible for analyzing data to ensure accuracy

Qualifications:

Matric with Good WFM Experience, MS Excel Skills

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