Job Description

Company DescriptionWNS (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.Role Purpose (Why your role exists)To own responsibility for outbound and dialling and data management. Support a growing function to add significant value through enhanced performance by supporting the administration and operational team to deliver improved RPC and conversion/collections rates through highly effective dialler, data analysis and management. Support the business with assessing and implementing collections and sales strategies through scorecards, initiatives and use of Omni channels.Key Relationships (Who you will be working with)Key Internal Relationships Operations Managers and Associates, IT, Dialler Administrators, Outbound MIBI Team, Executive ManagementKey External Relationships Any New, prospective or existing; Clients, Partners, Vendors and/or SuppliersQualifications RequiredEssentialxc2xb7 Matric/ Grade 12 Certificatexc2xb7 Proficient in MS Office (Excel advanced)Preferredxc2xb7 SQLExperience RequiredEssentialxc2xb7 Minimum of 3 years dialler administrator experience (Genesys would be advantageous)xc2xb7 Minimum of 3 years experience in the interpretation of call centre analysisxc2xb7 Proven record of formulating strategies and ability to effectively analyse business dataxc2xb7 Knowledge of dialler management/ownership and scenario based capacity planning for outboundxc2xb7 Experience in developing and implementing strategic dialler projects that bring about system/operational efficienciesxc2xb7 Experience in running and completing projects to completionxc2xb7 Stakeholder Management at a senior and executive levelxc2xb7 Client Engagement and presentation experienceBehavioral Traits Required (These are behaviors that differentiate the Good from the Great at WNS)xc2xb7 Proven track record of delivering results and leading teams in a dynamic business environmentxc2xb7 Change agent with strong credibility and influence in the organizationxc2xb7 Demonstrated ability to motivate others and achieve resultsxc2xb7 Strong analytical and quantitative skillsxc2xb7 Strong oral and written communication skillsxc2xb7 Strong interpersonal and leadership skillsxc2xb7 Anticipates customer needs and ensures that they are met.xc2xb7 Measures processes and performance through the customer's eyesxc2xb7 Ability to consolidate and analyse complex information in order to identify creative new ways of working and innovative solutions to problemsxc2xb7 Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiencesxc2xb7 Strong ability to influence Senior Management and key stakeholdersJob-Related Knowledge, Competencies & Skills RequiredEssentialxc2xb7 Confident Personality able to challenge and debate issues of importance to the businessxc2xb7 Persuasive & Influential able to look at situations from several points of view; create a shared vision and to positively influence others to achieve results that are in the best interest of the businessxc2xb7 Adaptable able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiencyxc2xb7 Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the companyxc2xb7 Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goalsxc2xb7 Creative / Innovative - develops new and unique ways to improve the operations of the business and to create new opportunities.xc2xb7 Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters.xc2xb7 Fosters Teamwork - works cooperatively and effectively with others to set goals, resolve problems, and makes decisions that enhance organizational effectiveness.Makes Sound Decisions assesses situations to determine the importance, urgency and risks, and makes clear decisions, based on sound judgment, which are timely and in the best interests of the business.xc2xb7 Organized organizes resources, sets priorities, manages time effectively, monitors progress towards goals, and tracks details, data, information and activitiesxc2xb7 Plans - determines strategies to move the business forward, sets goals, creates and implements actions plans, and evaluates the process and results.xc2xb7 Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.xc2xb7 Has a High Energy Level & Stress Tolerance - to cope with the long hours, regular travel and constant deadlines; excels at operating in a fast paced environment; is resilient, has tenacity and maintains high levels of drive and initiative under pressurexc2xb7 Communicates effectively - at all levels both within, as well as outside the companyxc2xb7 Sound commercial mentalityxc2xb7 Conflict management & resolution skillsxc2xb7 Networking skills & the ability to be resourcefulxc2xb7 High attention to detailOther Specific Requirementsxc2xb7 Must be mobile and able to travel locally, domestically and internationally, as per business requirementsQualificationsMatric

WNS Global Services