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WNS South Africa: Lead Associate

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  • Post published:Nov 25, 2021
  • Post category:Jobs
Job Description: 
The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits . Conduct call assessments checks to meet SLA’s;
Provide assessment feedback to the agents;
Attend and manage calibrations with operations teams and the client;
Conduct quality audits and provide feedback to managers;
Hold regular meetings with team leaders and agents;
Ensure accurate data capturing;
Continually examine opportunities for quality improvements;
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;
Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.

Must have met your KPI targets for the past 3 months;

A Matric/Grade 12 Certificate or equivalent; Tertiary qualification would be advantageous but not essential.

Additional Information:

At least 2 years call center experience in customer service or sales in an aviation environment;