Manager: Workforce Management - US Insurance Campaign
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.
'Process related experience:Hands on experience in Forecasting, Planning, SchedulingAble to work on MS-Office –Excel, Word & PPTs
Has worked on at-least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.
Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.
Good Interpersonal & people management skills with problem solving approach.\
Aware about COPC Certifications/Audits.
Hands on experience in Invoicing.
Aware of Quality tool LEAN, Six-Sigma.
Preferably Lean and Green belt certified
Demonstrate Customer Service Skills.
Responsible for managing team or can be an Individual Contributor Role
Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.
Assist Operations and Client in Forecasting & Capacity Planning needs.
Resolving First-level escalations & assess customer’s needs
Motivating Team through effective management, career development.
Analysis of reports including process dashboards & initiate appropriate action plans.
Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.
Ensure effective planning of Volumes, Resources (Capacity planning and staffing.
Maintains customer-oriented approach and focus on key deliverable areas.'
Grade 12
Experience: 5-7 year and Above
Educational Qualification: Any Graduate/Post Graduate'
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