Job Description

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 PURPOSE
To manage a WFM team and all facets of contact centre operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.
KEY RESPONSIBILITY AREAS
1. People Development
2. Engagement with operations
3. Agent & Skill Trend Analysis:
4. Employee engagement
5. Talent management
6. Client relationship management
7. Innovation and Knowledge sharing with Operations in improving
8. Incident Management
9. RTA Scorecards & Development
10. Intraday Capacity Planning
11. WFM recommendations, Back fill and Attrition trends
KEY RELATIONSHIPS
Key Internal Relationships SA Support Functions: Operations, Finance, L&D, Change, MI, IT, HR etc.
Key External Relationships Vodacom WFM, IGO WFM, TIUK WFM, Prodigy WFM
QUALIFICATIONS REQUIRED
Essential
xc2xb7 Matric / Grade 12 or international equivalent
xc2xb7 Call Centre Maths
xc2xb7 Industry relevant training courses, including WFM processes, terminology and tools
Preferred
xc2xb7 A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plus
xc2xb7 2 Years' experience leading a Workforce Management team within BPO
EXPERIENCE REQUIRED
Essential
xc2xb7 5 Years experience working within a contact centre
xc2xb7 3 Years management experience within WFM
xc2xb7 (Internal) WiNS rating at A1, A2 or B1 level for 2 consecutive years
xc2xb7 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
xc2xb7 Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality
Preferred
xc2xb7 More than 2 years experience working within the BPO sector
xc2xb7 More than 3 years experience working in a senior management role
JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED
Essential
xc2xb7 Employee Engagement
xc2xb7 Managing Change
xc2xb7 Problem Solving
xc2xb7 Planning & Organising
xc2xb7 Risk Management
xc2xb7 Financial Management
xc2xb7 Coaching & Mentoring
xc2xb7 Talent Management
xc2xb7 Data Analysis
xc2xb7 Stakeholder Management
xc2xb7 Client Communication
xc2xb7 Report writing
xc2xb7 Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
xc2xb7 Attention to detail
Qualifications
Matric