Job expirat
Overall Purpose
• He/ She provides leadership and development to the team by motivating, coaching, mentoring and by following Performance Management and Quality Control Processes and Procedures, with the overall aim of achieving key Team targets;
• He/she is accountable for driving work behaviors and results within the team;
• He / She is also 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.
Ensures a high quality of service in accordance with client requirements.
Ensures contractual KPI’s are met month on month.
Pre-plans the working schedule of the team together with WFM team, receives vacation forms, keeps the team updated on current process-related changes,
Ensure process follows QMS procedure. Monitors current tasks in terms of quality of the operations, performs call quality evaluations and leads feedback sessions with agents as well as refreshers if necessary. Identifies areas for improvement in processes & informs the management to obtain approval to implement change;
Ensures that the staff is properly recruited and trained, so that the KPI’s are met. Ensures individual development needs are identified and addressed to support business goals and minimize staff attrition; Ensures training schedules are followed and delivered.
Manages day-to-day planning, operation and problem-solving of a team of agents to meet SLAs. Drives people management, including HR related issues, staff development. (one to one meetings, team meetings, performance management). Manages the floor, ensures adherence to schedules, displays ownership and problem resolution, motivates and develops future leaders, conducts performance appraisals.
Will work with the Human Resources Department and Process Owner on getting the right people with the right skill sets for the job; participate in the selection of and approve agent hiring in conjunction with HR department; Will involve the Human Resources department on attrition related issues and keep attrition levels; Prepares and administers disciplinary cases for agents.
Oversees that process equipment and systems operate properly (AVAYA, Workstations, headsets, internet, intranet, IRIS Etc.) Ensures that in any emergency situation the Coordinator, IT Department are informed.
Ensures Reward /Recognition for Top Performers, Significant Contribution; Motivates and build the skills of the team; Encourages and drives Team activities; Builds relationship within his team; Expands team members capability on KPI (Key Performance Indicators), metrics tracked for performance management; Conduct or arrange any coaching identified for each team member to achieve and improve individual targets focusing on key drivers supporting Revenue.
Supports audit activities & requirements.
As well as other tasks assigned by the direct manager.
• Bachelor's Level Degree or equivalent
• Fluency in English with strong verbal and writing skills - C1 language level required
• Proven ability to lead and develop employees by identifying learning and communication styles thus responding with appropriate levels of coaching, mentoring, discipline and support;
• Strong Team leadership and exceptional decision making skills;
• Act as role model for the team members;
• Positive and enthusiastic attitude, ability to motivate the team;
• Coaching skills;
• Communication & Influencing skills;
• Conflict resolution and problem solving;
• Delegation / follow up;
• Adherence to Company values;
• Customer centricity
• Effective time management; Prioritizing & organizing skills;
• Accurate, methodical with detail orientation;
• Ability to read and understand data in report format and identify trends;
• Proven understanding and use of motivational, recognition and reward techniques
• Presentation skills;
• Proficiency in MS office applications
• Reporting skills
• Client/Boss relationship;
• Quality system understanding
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!
