Operations Team Lead

5 days ago


Umhlanga, KwaZulu-Natal, South Africa WNS Full time
Job Overview
As an Operations Team Lead at WNS, you will play a crucial role in ensuring the efficient operation of our contact centers. Your primary responsibility will be to plan and manage resources to meet forecasted call volumes while maintaining desired service levels.

Key Responsibilities:
  • Develop short- and long-term capacity plans to ensure sufficient staff is available during peak periods.
  • Analyze historical call trends to identify operational opportunities and implement corrective action plans.
  • Create and maintain schedules that meet contracted SLA's and communicate potential risks to leadership.
  • Manage real-time analysts to ensure delivery against client expectations.

Requirements:
• Matric / Grade 12 or international equivalent
• Call Centre Maths
• Industry relevant training courses, including WFM processes, terminology, and tools
• A relevant qualification in BA/BS degree required, preferred economics, statistics, business, or equivalent education
• Min 3 year's experience in a WFM team
• Min 1 year's planning experience with Aspect systems
• Experience managing client relationships
• Spread sheets with formula application and/or database software (Excel, Access)
• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/Scheduling software

What We Offer:
We promise our employees to experience role clarity, coaching, and mentoring, professional development, and a structured career path through our 5 people promises and keeping employee experience at the core.

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