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.

Job Description

· Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.

· Manages team meetings and participate in operations/client leadership meetings & conference calls

.· Recommends innovative suggestions on incentive programs to motivate floor staff

· Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/businessreview.

· Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor,maintaining order and ensuring that company policies are observed.

Producing tools for possible use in helping coach anddevelop the best Service Representatives.

· Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information.

· Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.

· Performing special projects & other duties as required.

· Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence

Qualifications

Good understanding about International Ticketing, Exchange, Refunds.

· Good understanding about IATA Rules and regulation, Like; Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies.

· Proficient in speaking in English· Communication Skills· Microsoft Office skills high

· Knowledgeable in Quality tools· Willing to travel across sites & locations.

· Willing to be flexible in addition to the WNS mandated working hours.

· Accuracy & integrity in data handling.

· Ability to work with people and teams of diversified / different priorities.

· Ability to present/ address in public.

Additional Information

US Night Shift