Company Description

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.

Job Description

To drive V and A and floor support training teams for on time and quality delivery

To impart training on soft skill voice and accent communication skills to the new hire and enable them to perform their job effectively and efficiently

Drive and improve Spoken and Written English Communication voice Chat Email and Floor Support for on time and quality delivery

Conduct TNI and TNA to program the modules as per the process needs

New Hire Training on Spoken and Written Communication

Customer Service and Cultural Alignment for Pre Process batches

Conduct TNA through NPS CSAT Quality analysis

conduct TNI through floor interventions NPS management through Agent Skill Mapping and development

Frontend skill management initiatives including coaching and training SLA Management for all Floor Training Initiatives

on Time Reporting of NPS

Management Drives

prepare site related management reports WBR MBR etc

Ensure optimum utilization of training resources within the site

Liaise with Operation to ensure there is adequate and effective training support provided

Analyses, identify internal external customer requirements through data analysis, and use training as a tool to resolve issues

Report accurate statistics

Consistently achieve or exceed quality training and targets Conform to company and client security requirements

Qualifications

Matric

Additional Information

US Night Shift