28-04-2015 | EXPIRA LA 28-05-2015
Job expirat
- He/ She is responsible for implementing and performing on a regular basis the quality controls decided for operation teams, to provide reports regarding the level of quality KPIs and to stimulate quality improvement whenever necessary or possible
- Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics
- Identify and communicate trends or areas of opportunity for the development of front line staff members
- Participate in call calibration sessions with other coaches and with the client when required
- Provides one-on-one and group training/ retraining as required
- Provides weekly coaching session to each team individual as per the agreed structure with direct manager
- Aids in new hire training
- Ensures that maximum quality is being achieved at all times
- Assist the business with hands on initiative when required as per service level requirements
- Regularly update own knowledge of new products and procedures.
- Strong oral and written communication skills, in both (1) English and (2) Italian/Spanish
- A detail-orientation and strong organizational and planning skills
- Good computer skills, including knowledge of MS Word, MS Excel, PowerPoint and Outlook
- Strong adaptability to change and the ability to cope with deadlines
- An energetic and enthusiastic attitude
- Ability to motivate the team
- Coaching skills
- Proven ability to lead and develop employees
- Influencing skills
- Able to build and maintain excellent Client relationship
- Professional attitude and willing to take his/ her career to the next level.
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
