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 DescriptionMonitoring of agent queues and generating performance reports to identify performance trends.Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.Standardize mechanisms for the collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies.Process Related Experience:Real Time Monitoring, Break Management, quick thinker and quick solution provider.Well-versed in generating data analysis and reporting.Provide accurate and timely weekly and monthly reports.Intraday and EOD reporting and real-time management.Excellent communication skills in oral and written forms.Hands-on payroll activity will be considered an addition.Ability to manage allocated tasks and perform them with little supervision.Responsible for analyzing data to ensure accuracy.Understanding of core metrics i.e., SLA, ASA, answering level%, Abandoned%, etc.Basic understanding of RCA.Good working knowledge of computer applications, i.e., MS-Office.Good interpersonal skills with a problem-solving approach.Exposure to at least one of the voice ACD tools like Avaya CMS, Nortel, Genesys, etc.Demonstrated customer service skills.QualificationsExperience: 2-3 YearsEducational Qualification: Preferred graduate.
#J-18808-Ljbffr
