Job expirat
Overall Purpose
He / She is responsible for :
• Ensures a high quality of service in accordance with client requirements
• Ensures contractual KPI’s are met month on month
• Pre-plans the working schedule of the team together with WFM team, receives vacation forms, keeps the team updated on current process-related changes
• Ensure process follows QMS procedure
• Provides process training for new employees and ensures that the staff is properly recruited and trained
• Manages day-to-day planning
• Drives people management, including HR related issues, staff development. (one to one meetings, team meetings, performance management)
• Motivates and build the skills of the team
• Supports audit activities & requirements
Being part of a young & dynamic team;
Process training's, soft skills training's, personal development plan;
Training for GDS (Global Distribution System) which are used worldwide by travel professionals to book travel;
10% discount on all reservations with the travel agency you are going to work for (flight & accommodation).
• Fluency in French/ Italian with strong verbal and writing skills - C1 language level required
• Fluency in English with strong verbal and writing skills – C1 language level required
• Minimum 1 year experience in BPO or relevant industry preferred
• Decision-making skills
• Proven ability to lead and develop employees by identifying learning and communication styles thus responding with appropriate levels of coaching, mentoring, discipline and support
• Good communication skills – written and verbal & influencing skills
• Knowledge of MS Office basics
• Presentation skills
• Ability to work under time pressure
• Time Management & Stress Management
• Good team player, multi-tasking
• Conflict resolution and problem solving
• Analytical & methodical thinking, attention to detail
• Bachelor's Level Degree or equivalent
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
