Lead Associate - WFM

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.

Purpose

• To ensure the operation works within given ratios and staffing level budgets
• To ensure tight management of utilisation metrics and processes are defined and followed
• To support the team and the operations
• To provide valuable information to the operation (e.g. Misuse of AUX, downtime ect...)
• Highlight/Flag risk areas.

Accountabilities

• Work with the operation and business to ensure processes are followed and accurate staff information is held.
• Ensure team deliver effective scheduling and understand impacts on the wider business
• Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.
• Ensure regular review of key people metrics; utilisation & shrinkages, commitment, AHT
• Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
• Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
• Develop and support team to ensure clarity of role and strong skills required to complete tasks
• Correct booking of segments (billable purposes)

Skills

• Ability to work collaboratively with the operation and to ensure relationships are strong and help the business deliver key metrics
• Strong written and verbal communication and presentation skills; an ability to understand, analyse and explain complex problems
• Strong understanding of how an outsource call centre industry works.
• Attention to detail and ability to understand connectivity between pieces of information
• Effective decision-making skills which balance priorities of both our people and the business
• Ability to lead and support a small team to provide development, direction and clarity
• A keen interest in finding solutions and obtaining the data required to deliver
• An organised approach to own workload to ensure work can be re-prioritised / distributed as necessary

Grade 12

UK Shifts

Must have been in current role for MInimum of 1 year