Dialler Manager

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

Role Purpose (Why your role exists)

To own responsibility for outbound and dialling and data management. Support a growing function to add significant value through enhanced performance by supporting the administration and operational team to deliver improved RPC and conversion/collections rates through highly effective dialler, data analysis and management. Support the business with assessing and implementing collections and sales strategies through scorecards, initiatives and use of Omni channels.

Key Relationships (Who you will be working with)

Key Internal Relationships Operations Managers and Associates, IT, Dialler Administrators, Outbound MIBI Team, Executive Management

Key External Relationships Any New, prospective or existing; Clients, Partners, Vendors and/or Suppliers

Qualifications Required

Essential

· Matric/ Grade 12 Certificate

· Proficient in MS Office (Excel – advanced)

Preferred

· SQL

 Experience Required

Essential

· Minimum of 3 years dialler administrator experience (Genesys would be advantageous)

· Minimum of 3 years’ experience in the interpretation of call centre analysis

· Proven record of formulating strategies and ability to effectively analyse business data

· Knowledge of dialler management/ownership and scenario based capacity planning for outbound

· Experience in developing and implementing strategic dialler projects that bring about system/operational efficiencies

· Experience in running and completing projects to completion

· Stakeholder Management at a senior and executive level

· Client Engagement and presentation experience

 Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)

· Proven track record of delivering results and leading teams in a dynamic business environment

· Change agent with strong credibility and influence in the organization

· Demonstrated ability to motivate others and achieve results

· Strong analytical and quantitative skills

· Strong oral and written communication skills

· Strong interpersonal and leadership skills

· Anticipates customer needs and ensures that they are met.

· Measures processes and performance through the customer's eyes

· Ability to consolidate and analyse complex information in order to identify creative new ways of working and innovative solutions to problems

· Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences

· Strong ability to influence Senior Management and key stakeholders

Job-Related Knowledge, Competencies & Skills Required

Essential

· Confident Personality – able to challenge and debate issues of importance to the business

· Persuasive & Influential – able to look at situations from several points of view; create a shared vision and to positively influence others to achieve results that are in the best interest of the business

· Adaptable –able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency

· Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the company

· Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals

· Creative / Innovative - develops new and unique ways to improve the operations of the business and to create new opportunities.

· Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters.

· Fosters Teamwork - works cooperatively and effectively with others to set goals, resolve problems, and makes decisions that enhance organizational effectiveness.

Makes Sound Decisions – assesses situations to determine the importance, urgency and risks, and makes clear decisions, based on sound judgment, which are timely and in the best interests of the business.

· Organized – organizes resources, sets priorities, manages time effectively, monitors progress towards goals, and tracks details, data, information and activities

· Plans - determines strategies to move the business forward, sets goals, creates and implements actions plans, and evaluates the process and results.

· Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.

· Has a High Energy Level & Stress Tolerance - to cope with the long hours, regular travel and constant deadlines; excels at operating in a fast paced environment; is resilient, has tenacity and maintains high levels of drive and initiative under pressure

· Communicates effectively - at all levels both within, as well as outside the company

· Sound commercial mentality

· Conflict management & resolution skills

· Networking skills & the ability to be resourceful

· High attention to detail

 Other Specific Requirements

· Must be mobile and able to travel locally, domestically and internationally, as per business requirements

Qualifications

Matric