WNS Cape Town, Western Cape, South Africa
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Company DescriptionWNS (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.
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
Role description:Managing end to end workforce related activities for account.Internal and external stakeholder management.Managing governance for team, performance discussion, feedback, etc.Management for other activities i.e.
P & L, Budgeting, Invoicing, Audits and workforce transition etc.
Process related experience:Hands on experience in Forecasting, Planning, Scheduling.Able to work on MS-Office – Excel, Word & PPTs.Has worked on at least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.Excellent verbal & written communication & presentation skills.Good Interpersonal & people management skills with problem solving approach.Aware About COPC Certifications/Audits.Hands on experience in Invoicing.Aware of Quality tool LEAN, Six-Sigma.
Preferably Lean and Green belt certified.Demonstrate Customer Service Skills.Responsible for managing team or can be an Individual Contributor Role.Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.Assist Operations and Client in Forecasting & Capacity Planning needs.
Resolving First-level escalations & assess customer's needs.Motivating Team through effective management, career development.Analysis of reports including process dashboards & initiate appropriate action plans.Supporting the Ops/Stakeholders on internal and client calls, ensuring value-added inputs are shared.Ensure effective planning of Volumes, Resources (Capacity planning and staffing).
Maintains customer-oriented approach and focus on key deliverable areas.
QualificationsExperience:5-7 years and Above in the WFM function at a management level.Educational Qualification: Any Graduate/Post Graduate minimum of a Grade 12.
Additional InformationUS Night Shift
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management
Industries: Outsourcing/Offshoring
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