Team Leader – WFM

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

• Should have Workforce Management experience from BPO industry.
• Should be working either as Team Lead or Assistant Manager in BPO WFM department for a minimum of 2 years
• Should have managed a team• Should have knowledge/hands on experience in generating – Long Range Forecasting and Capacity Planning
• Excellent communication skill in oral and written• Should have experience in Client and Stakeholder management
• Should have good Knowledge of MS-Office and Power BI
• Should have good Knowledge of Budgeting and other metrics• Should have In-depth understanding of the various call center metrics and their impact on each other.
• Should be able to understand, manage and report metrics like Service Level, Occupancy, Attrition, Shrinkage, Staffing etc.
• Manage Service Level & Abandon• Managing Shrinkages, Schedule & Break adherence• Escalating deviation to the planned schedules• Initiating proactive alerts related to performance.
• Publishing intraday snapshots / reports• Informing Operations of mitigation plans• Managing exceptions
• Stakeholder Management
• Ensuring that Compliance standards are met, regarding Data, reports accuracy.
• Ability to interpret correspondence and intended outcome accurately.
• Demonstrate high standards of personal performance with a proven track record of delivering results and leading teams in a dynamic business environment.

Qualifications

Matric/Grade 12 or equivalent

Additional Information

24×7 Operation

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