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
- Delivering end-to-end contact center digital transformation projects for the client· Market research across best-in class practices, contact center demands, evolving trends etc.· Understand client digital transformation needs & consult/provide customized solutions, develop business case· Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel· Understand, propose and pitch the key levers/differentiators to the client· Participation in special / strategic projects from time to time· Excel in developing strong client dialogue, across all levels- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices- Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing- Exposure to contact center economics through improved channel containment, right channeling methodology etc.
Qualifications
· Minimum academic qualification : College Graduates (15 Years) basis our specific role requirement, education proofs to be submitted at the time of joining/offers· System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet and web-based applications)· Language proficiency (English) - Good/ Excellent· Lean Certified· Should possess good analytical skills, communication and negotiation skills.· Excellent knowledge of Excel, Word, Power point & Minitab.· Well versed with digital platforms across tools, technologies, automation, analytics etc.· Strong team player who thrives when working in a fast paced, high energy and project oriented environment and accustomed to driving outcomes· Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable· Flexible and capable of domestic and international travel
