Job Description
Role Purpose (Why your role exists)

Key Relationships (Who you will be working with)

• Key Internal Relationships Operations Managers and Associates, IT, Dialler Administrators, Outbound MIBI Team, Executive Management, WFM team, WFM Management
• Key External Relationships Any New, prospective or existing; Clients, Partners, Vendors and/or Suppliers

Qualifications Required

Essential

• Matric/ Grade 12 Certificate
• Proficient in MS Office (Excel – advanced)
• Preferred
• SQL

Experience Required

Essential

• Planning and Scheduling minimum experience of 3 years
• Should be comfortable in creating capacity plans and agent schedules using Excel
• Should be comfortable in doing staffing simulations using Erlang templates
• Dialer Management experience of minimum 1 year
• Minimum of 3 years’ experience in the interpretation of call centre analysis
• Proven record of formulating strategies and ability to effectively analyse business data
• Knowledge of WFM management/ownership and scenario based capacity planning for outbound
• Experience in developing and implementing strategic WFM projects that bring about system/operational efficiencies
• Experience in running and completing projects to completion
• Stakeholder Management at a senior and executive level
• Client Engagement and presentation experience
•  Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)
• Proven track record of delivering results and leading teams in a dynamic business environment
• Change agent with strong credibility and influence in the organization
• Demonstrated ability to motivate others and achieve results
• Strong analytical and quantitative skills
• Strong oral and written communication skills
• Strong interpersonal and leadership skills
• Anticipates customer needs and ensures that they are met.
• Measures processes and performance through the customer’s eyes
• Ability to consolidate and analyse complex information in order to identify creative new ways of working and innovative solutions to problems
• Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences
• Strong ability to influence Senior Management and key stakeholders

Job-Related Knowledge, Competencies & Skills Required

Essential

• Confident Personality – able to challenge and debate issues of importance to the business
• 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 business
• Adaptable –able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency
• 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 company
• Builds Relationships – establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals
• Creative / Innovative – develops new and unique ways to improve the operations of the business and to create new opportunities.
• Focuses on Client Needs – anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters.
• 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.
• Organized – organizes resources, sets priorities, manages time effectively, monitors progress towards goals, and tracks details, data, information and activities
• Plans – determines strategies to move the business forward, sets goals, creates and implements actions plans, and evaluates the process and results.
• Solves Problems – assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.
• 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 pressure
• Communicates effectively – at all levels both within, as well as outside the company
• Sound commercial mentality
• Conflict management & resolution skills
• Networking skills & the ability to be resourceful
• High attention to detail
•  Other Specific Requirements
• Must be mobile and able to travel locally, domestically and internationally, as per business requirements

Qualifications

• Matric