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. 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 DescriptionMonitoring of agent queues and generate performance reports to identify performance trendsCollect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor sideMonitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiencyRequired to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficienciesReal Time Monitoring, Break Management, quick thinker and quick solution provider.Should be well versed in generating data analysis and reporting.Provide accurate and timely weekly, monthly reports.Intraday and EOD reporting and Real time management.Excellent communication skill in oral and written.Hands-on on payroll activity will be considered as addition.Ability to manage allocated tasks and perform them with little supervision.will be responsible for analyzing data to ensure accuracy.Should have understanding on core metrics i.e. SLA, ASA, answering level%, Abandoned%,Should have basic understanding on RCA.Good working knowledge of computer i.e., MS-Office.Excellent verbal & written communication & presentation skills.Good Interpersonal skills with problem solving approach.Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc.Demonstrated Customer Service Skills.QualificationsGrade 12Experience: 2-3 Years in WFMEducational Qualification: Post Matric qualificationAdditional InformationUS Night Shift Hours
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