WNS
Location
Pune | India
Job description
Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Job Description Operational Parameters Should be a graduate Experience is an added advantage, however fresher's are also considered Ensure that internal target for TAT - 3 days, 30 days, 60 days, 80 days and 90 days are met including pending but if there is a work that cannot be completed you need to raise that to Team Leader. Adherence to Team Activities Timelines and Rigor. Ensure that Legal and compliance defects are zero or tend to zero. Adhere to attending process Knowledge test and Refresher trainings Meet SLA's for Internal Processes – Work log sheets, one-on-ones. Daily Reporting for Productivity – update work log sheets daily with zero defects Leave Management of team – Manage your leaves Scheduling of Team members – Punctuality in all the activities Generate Process Improvement Ideas. No unnecessary exceptions to be forwarded. Quality Audit/Call Quality/Complaint Meet QA Targets for the month – 95% Continuous improvement in your quality scores – Monthly. Initiatives for process improvements Check your quality scores which are put up on board. Focus on customer service and aim for zero complaints Check the list of your policies in Lotus Notes at end of every week and check if the work is completed. Customer Satisfaction Aim for maximum Customer satisfaction Establish peer-to-peer relationships with the onshore and offshore business. Ensure complete, transparent and frequent communication with your supervisors Adhere to the communication plan and rigor as agreed with the business. Training Read DPM and QA tips every week Training identified for you are taken and practiced Timely Training schedules are followed Training programmes are attended. Quality should be 100% and should match with customer Data completely. Compliance Team Members should be Compliant as per UK laws Ensure regular capture/updating complaints are absorbed Ongoing Operations Support Develop understanding of the processes off shored, including the SLAs and customer expectations Use active listening techniques when customers complaint are directed your way. Operational Excellence Actively drive Brainwave activities. To ensure appropriate and timely escalations to immediate superiors. Ensure that credit is given to others who contribute to team well being. Ensure Feedback is taken positively and demonstrated. Qualifications GraduateJob tags
Salary
