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

1. Monitor real-time performance metrics such as call volume, service level, average handle time, and adherence to schedule.

2. Utilize workforce management tools to forecast and adjust staffing levels based on incoming call volumes and other factors.

3. Identify trends and patterns in call volume and agent performance to anticipate future staffing needs and operational challenges.

4. Communicate effectively with team leaders and agents to provide real-time coaching and support, ensuring adherence to schedule and performance targets.

5. Generate and distribute real-time reports and dashboards to key stakeholders, highlighting performance metrics and actionable insights.

6. Collaborate with other departments such as Training and Quality Assurance to implement process improvements and enhance overall efficiency.

7. Act as a point of contact for escalations and urgent issues, providing timely resolutions and minimizing disruptions to operations.

8. Stay updated on industry best practices and emerging technologies in workforce management and contact center operations.

Qualifications

Educational Qualification

Grade 12

Previous experience in a similar role within a BPO or contact center environment

Proficiency in workforce management tools is preferred but not mandatory

Strong analytical skills with the ability to interpret data and make informed decisions

Excellent communication and interpersonal skills

Detail-oriented with a focus on accuracy and quality

Additional Information

US Night Shift