Lead Associate – Ops in WNS 2022 at CapeTown,WesternCape,SouthAfrica

WNS

This Job Listing is about WNS in CapeTown,WesternCape,SouthAfrica 2022

About the job

Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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

Role Purpose

To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity.

Key Responsibilities

  • To ensure adherence to all Call Centre service level agreements on a daily basis.
  • To adhere to all Call Centre business processes.
  • To provide effective and efficient customers solutions at all times
  • Ensure communications, policies and procedures are adhered to.
  • Comply with the effected laws and regulations.
  • Running of campaigns and generate reports.
  • Comply with Quality Controls in place.
  • Capture all requests on system accurately.
  • Identifying problems and provide proper assistance to customers.
  • Familiarized on all product information and kept up to date
  • Efficiently answer the telephonic queries and email queries
  • Adherence to the Quality Assurance and coaching thereof
  • Reporting and stand in team leader duties
  • Training of new recruits and up-skilling from time to time
  • Handling of escalations

Experience / Knowledge Required

  • NCA
  • FAIS
  • FICA
  • Consumer Protection act
  • Bank’s Act
  • Code of Banking Practice

Behavioral Traits Required

  • High degree of patience and assertiveness with excellent rapport-building skills
  • Positively contribute and lead in team activities
  • Takes pride in work, checking own for quality i.e. Lead by example
  • Maintains effective time management
  • Have a positive attitude and the ability to influence and motivate others
  • Effective emotional intelligence (EQ)
  • Team player
  • Flexible
  • Self-Motivated

Job-Related Knowledge, Competencies & Skills Required

  • Credit / Criminal Clear
  • High proficiency in verbal & written English and/or another South African Language
  • Sound interpersonal skills
  • Email/Chat etiquette
  • Proficiency in the following Microsoft packages (Word, Excel & Outlook)
  • Financial knowledge
  • Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
  • High attention to detail and accuracy
  • Target driven
  • The ability to:
  • Prioritise and manage work flow
  • Analyze, validate and interpret information
  • Resolve conflict situations amicably
  • Find effective solutions for customers (i.e. businesses)
  • Effective problem solving and decision-making skills
  • Multi-task and cope with high work volumes
  • Team player and be able to work in an open-plan environment
  • Work under pressure to meet performance KPIs and client service level agreements
  • Effective negotiation and persuasion skills
  • Effectively share knowledge and expertise with customers and staff
  • Be agile and able to adapt to change in a fast-paced environment

Qualifications

Matric/Grade 12

Min 2 year in customer service

Proficient in English and other South African language(s)

Additional Information

  • Must be able to work the following operational hours:
    • Rotational shifts
    • Public holidays and weekends


Company: WNS
Vacancy Type: Contract
Job Location: CapeTown,WesternCape,SouthAfrica
Application Deadline: N/A

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