Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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

An exciting opportunity for Lead Associates has just become available on our brand new campaign in Century City. Our client is a financing institution with a platform that enables financing for international postgraduate students at the world’s best universities, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in a contact center environment.

Key Responsibilities:

As an Operations Lead Associate, owning the turnaround times, customer service levels, handovers and escalations (your SLA’s) of each customer.
You will also be responsible to:
• Help resolve issues first time, promptly escalate unresolved issues as appropriate
• Ensure high quality delivery of customer experience across multiple channels (email, calls, chat)
• Learn – and ultimately become a technical expert for - our Prodigy loan product and origination process.  Use this technical knowledge to guide students through the process, to respond to customer service requests and to enable resolution. Transfer your knowledge to team mates both formally and informally
• Be responsible for hitting your day-to-day service level targets. Ensure service levels are maintained and improved where possible. Be a valuable contributor to the operations function.  Inject a sense of fun and fulfillment into your team environment
• At times, you may be required to work closely with other functions, notably Student Marketing or our Technical Team to improve the service offering

Qualifications

Qualifications Required:
Completed 3 year Diploma / Degree in a relevant field

Experience, Knowledge, Skills and Attributes Required:

6-12 Months working experience, preferably in a call center environmentPreference will be given to candidates with experience in dealing with international clientsHigh proficiency in verbal & written English (a neutral accent is required)Customer orientation in an international and multicultural context; able and willing to find out what the customer wants and needs and to act accordingly, taking the organization's costs and benefits into account.Process Control; Planning and organizing; attention to detail; able to manage a relentlessly high workload containing hundreds of small tasks to 100% accuracyA sense of urgency; energetic, resilient, think clearly, respond quickly and appropriately, do the right thing at pace.Focus on quality; Set high quality standards for your work and strive for continuous improvementSales experience (soft sales) is advantageous