Dialer Administration/MIS

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.

The Dialler Administrator shall be responsible for day-to-day dialler administration, recommending, supporting and implementing departmental initiatives for operations to optimise contact and conversion rates. The responsible person will also be supporting with business analysis, utilization analysis, performance results monitoring, reports development, and analytical support within the sales and back office department.

To support day-to-day dialler administration, deliver dialler efficiencies and value add insights to improve overall operational performance. The role will be responsible for the first line of communication – dialler individual to liaise across departments and clients to collect data for multiple dialler campaigns. Data is loaded daily as per queuing requirements of the client and operation.

In addition to analyzing operational sales reports and performance data to identify trends, patterns, insights, and outliers within data.

Drive a repeatable analytic process, and consistently deliver best in class reporting to multiple business stakeholders.

Provides support for reporting as needed.

Analyzes and develops reports on specific programs to help monitor and report on program level results, savings and performance metrics to be shared with internal management team.

Essential

• Matric/ Grade 12 Certificate
• Proficient in MS Office (Excel – advanced)

Preferred

• SQL
• 1+ years’ experience with analytics in data warehouse environment
•  Experience using SQL for report writing and data management

1. Experience Required

Essential

• Minimum of 1  years dialler administrator experience (1stream would be advantageous)
• Minimum of 1 years’ experience in the interpretation of call centre analysis
• Proficient at MS Office – Excel advanced
• SQL skills advantageous
• Knowledge of contact centre systems and process’s – Collections experience advantageous
• Experience in running and completing projects to completion
• Client Engagement and presentation experience
• Ability to compile information and prepare reports that are easily translatable for client delivery
• Aptitude to effectively communicate analytical findings and conclusions to internal stakeholders and/or key business leaders.
• Excellent critical and analytical thinking skills are highly desirable