Lead Associate

4 days ago

Cape Town, 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.

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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