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Cape Town

    Lead Associate - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    5 days ago

    WNS Global Services background
    Description
    Job Description

    Assess/Monitor calls against the required targets set out- Analytical skills to identify opportunities within reports

    Track and manage improvements based on coaching's provided to Solvers

    Create weekly action plans to improve the bottom/Mid Quartile for all Level 1 KPI's (IE, NPS/Conduct/AHT)

    To ensure professional, polite, friendly, and efficient service is always offered by yourself and Solvers

    To conduct Quality assessments on advisors through SBS (Side by Sides)

    To conduct compliance checks to meet SLA's- To administer calibration sessions with all relevant stakeholders (At Solver & Team Leader Level)

    To conduct audits upon request and provide managers with the necessary feedback.- Meeting the quality & operational standards

    .- To conduct meetings with Solvers & team leaders Daily/Weekly/Monthly

    To ensure that all advisors receive coaching/Feedback on a daily basis- To mentor Solvers on a daily basis

    Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods

    .- Maintain library of model documents, templates, or other reusable knowledge assets.

    Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders

    Assure compliance requirements are met and implement solutions to prevent non-compliance

    Attend Meetings with operations team and/ or client to report on Coaching analysis

    Collect data on processes in preparation for analysis to determine areas of improvement

    Ensure accurate data capturing- Conduct spot checks on quality assessments to ensure alignment between the various stakeholders

    Weekly Call taking to ensure that your knowledge and competence are at the required level.

    Qualifications

    Grade 12 (Matric) or equivalent


    • Achieving Conduct & NPS Scores for the last 3 months consecutively

    Additional Information
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