RTA - WFM (Night Shift)
WNS Global Services
Cape Town, WC, ZA
2d ago

Job Description

WFM Real time monitoring Role .

MIS background preferred

Good Communication Skill along with Advance Excel Knowledge

Power BI / Macros will be added advantage

Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable

Qualifications

Qualifications Required :

  • Matric / Grade 12 certificate.
  • Experience, Knowledge, Skills and Attributes Required :

  • 6-12 months’ experience in a Customer Service environment (preferably in a collections environment);
  • Preference will be given to candidates with experience in dealing with international clients (particularly in the UK);
  • High proficiency in verbal and written English (a neutral accent is preferred as customers are businesses based in the UK);
  • Customer orientation in an international and multicultural context; able and willing to find out what the customer wants and needs and to act accordingly;
  • taking the organization's costs and benefits into account;
  • Focus on quality; set high quality standards for your work and strive for continuous improvement.
  • Additional Information

  • Experience in workforce management and optimising productivity.
  • Excellent ability to quantitatively and qualitatively analyse data and feedback with sound business acumen.
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