customer service representative

senior associate

senior operator

senior operations associate

quality analyst

Wns-Global-Services

A typical day at work would be answering calls, because that's what our job requirements are. You are exposed to a numerous amount of personalities every day, just by taking calls. From the irate passenger who has difficulty checking himself in on line to the lady who wants to take her Chihuahua on board the airplane. It's not just the passenger you talk to via telephone that makes it a typical day at work , but also the colleagues you work with. It's a very diverse and cultural institution. And by diverse I mean every race, religion, shapes and sizes. Even though we sometimes hit a bump in the road, we always manage to figure things out. When management comes into the picture, they're probably the most understanding people I've ever come across. You can go to them with any problem and they will be able to assist you in the best way they can. They might not be able to give you a days leave, but will compensate by allocating leave by going home early for example. The hardest part of my job is working the long hours and sometimes having a little too much on your plate. Don't get me wrong, I love a challenge, but sometimes the amount of workload they expect us to handle is ludicrous. Other than that an incentive or something similar would be appreciated if an employee's performance is exceptionally well. The best part of my job is definitely meeting each and everyone I work with. I'm very much a people's person and the fact that most of us get along so well makes it hard to leave your job in order to grow. Sometimes you have to leave your comfort zone in order to really grow and succeed.

I manage the IT Service Desk and desktop support teams ensuring that all incidents are resolved efficiently and within agreed SLA timescales.

Acting as a point of escalation for all major IT incidents and customer service delivery.

Ensuring that my team have the necessary skills , motivation and resources to perform at their best and deliver the level of service expected by myself and our customers.

Ensure continuous improvement in service delivery and internal protocols.

My manager is accommodating, insightful, highly skilled , empathetic , transparent and applies common sense in his management of situations by being flexible and open to change.

Co-workers are a mixed bunch, some highly skilled, some moderately skilled but all of them are easy to work with. They are not always ready to admit mistakes, are not always showing accountability and ownership , yet they are dedicated to the common cause , each possessing their own unique strengths to contribute to the team and apply a culture which promotes  sensitivity to individual differences.


My team responds well to internal and customer fed criticism , they accept and improve. 
The hardest part of my job is keeping up with customer expectations, the only way to do so is by staying 1 step ahead of them at all times, predicting their needs and staying proactive.

The most enjoyable part of my job is enabling a customer to outperform and take the credit for it.. oh yes and the money.

-start off my day by reading my email, responding to urgent ones that need response. Open up Total view for real time adherence monitoring for my agents. pull out previous day's statistics, send them to my agents and deputy manager, so that we know what metrix we are working on for the day at hand. Do side by side coaching with my agent that did not meet the target for the previous day, to set new targets. attend a dailly management meeting, were we discuss service levels and action plans for the KPI's that were not met by the whole site, review previous days action plans and implementation strategies.

- I have learned a lot from the company from managing different types of people, to effective coaching, training and I have grown as a person in my capacity.

- Millitary managing style, never really satisfied with a little bit of improvement always pushing assistant managers and forgetting about the human side.

- Worked hand in hand, shared strategies, were one was stronger on one skill. skill transferring.

-Expected to be super human, handed a lot of admin and still expected to be on the floor and not infront of your computor with close by deadline times. e.g Reviews, payroll...etc

-My sub-ordinates and the buzz planning team which I was part of made somedays fun.

I have been with the company for so long there are ups and downs if it wasn't for my manager whose i wouldn't have made it,he has been the most supportive person through out all my life i 've been at British Gas.We are the best team even though at time we would have those agree and disagree moments but weve got soft spot for each other 
.
the only reason why im still enjoying within the company its because my team is not only my team and the people that i juts met at work they are like part of family,through them ive learned that at work you can find people that you look up to them and not call your colleagues but family that will have your back no matte what and still tell you when you wrong and always know theres time for being emotional,sad,happy,laughing and having the best days at work

the most enjoyable part of the job is when we are in competition within ourselves and always not make the lowest feel sad but make them realize that its better to try and not give up and getting recognised. The most hardest part about the job is when you're unable to meet up you target even when you trying to do all that you supposed to do but seems its not enough or you not doing anything and when you work is really stressing out when you cant be able to resolve customers query because you put yourself in they shoes

A typical work day is being bullied by team leaders who you do not even report to, because operations made them so comfortable with being involved in other people's teams.
Colleagues stab each other in the back all day, wanting to be the favorites. 
You get talked about by your operations managers, they discuss your personal business.
QA harras people instead of coaching you if you mess up, QA love forcing your management to give you warnings. 
There is no vibe or real engagement. 
No growth, so nothing to work for. WNS is very well known for pay queries, do not make the mistakes of working overtime for this company, you won't get paid, they will give you the run around. The All State campaign is the worst campaign to work for, narcissistic, micro managers who gossip about staff, favoritism and nepotism at its worst, a very proor incentives structure, no opportunities for growth at all, no yearly increase even if you have been a top performer consistently, no culture or proper engagement. The most toxi environment you will ever work in. The money is not worth all the tears yourself will shed. 

the company isnt the main problem. Management is the biggest problem they are the reason why people leave because they more worried about pleasing the big bosses making empty promises not learning the product. they sit behind their desks doing admin instead of being on the floor understanding the work that goes in from agents they to busy sitting in meetings that brings very little value to the business, they walk around like they better that the agents that are the main reason for them having a job. they more worried about the number that they forget the quality of the product. the value system in the call center is so poor that your agent are seen as nothing but just a number who needs to work 10 times harder just to be given a chocolate and a cooldrink as a thank you. the money isn't even worth it anymore. Stop over promising to the clients and be honest and hard working. everyone wants to break each other down because of rankings that they treat the agents like dirt. overworked, undervalued and underpaid. the agents see more of this company that doesn't care about them than they see of their own families. 

I work in a call centre where it has a vibrant life and it's full of buzz and everyday there's always a new thing that you learn in the operation either from our customers or our staff. I have learned to work well in a team and to always engage and care for your staff and to always make sure that I create a fun in the working environment. I work with a group of great managers who are in my level, we always commit in ensuring that our staff and customers are happy.We always make sure that we strive to follow the company values and missions. I have a open door policy with my co-workers and I always make them feel at ease at all time but I also know where to draw the line when it comes to making decision. I always make decisions that will not affect the busines in reaching their goals and mission. The hardest part of my job is when I have to be involved in Industrial Relations or Chairing a disciplinary action and when I have to be neutral and make a decisions where they will not put a company at risk. The most part I enjoy about my job is to drive performance and meet the clients service level agreements and as well as making my customers happy.

A typical day at WNS is quite simple.

 We would take calls throughout the day. We have very high call volumes so there’s no time for anything else, but giving our customers the best service possible. 

I have acquired many skills at work. The one thing that I really focus on, is making sure that the customers queries are  thoroughly and sufficiently dealt with. You have to treat each and every customer as an individual.

I have gained a lot of Knowledge from my Seniors. They are all really friendly and actually care about their employees.

We are a very big group  who come from very diverse backgrounds. We try our best to blend it all together. I work with great people and I  learn new things every day.

The hardest part of my job would definitely be, when there’s a situation a customer is faced with and there’s no further actions you could take to assist them. 

The most enjoyable part of my job is simple, customer satisfaction. There is nothing better than customers being satisfied and showing appreciation by continuing to do business with us.

What is the best part of working at the company?
The vision and values WNS portrayed is what got me to want to work there

What is the most stressful part about working at the company?
The vision and values quickly dissipated after a few months, thus causing uncertainty and confusion of whether personal gain (for others) supercedes that of upholding the values, in turn creating a very tense work environment for the people that really enjoyed doing what they do.

What is the work environment and culture like at the company?
I can't speak for all campaigns, however the campaign I was on started out very good and very in tune with how to treat it's people, that quickly went away 6mnths later and in turn creating a very "toxic" or hostile environment

What is a typical day like for you at the company?
Each day brought new changes, which is never a bad thing, however the senior management seemed to not adapt to those changes quick enough and it then gets shifted to TM's and agents.

Typical day at work is full of query handling and resolving. I have to pay close attention to every request, inquiries and any sort of dissatisfaction the customer might have and do my utmost best to assist the customer while limiting the customer journey.

This job has taught me patience, tenacity and how to be reliable and trustworthy.
The best part is how Management always interacts with the agents, making them feel at ease and as comfortable as possible on the phone. They are very encouraging and only want to see us deliver nothing short of brilliant service.

The most enjoyable part of the job is when a customer expresses their appreciation when you have resolved their queries and complaints that they have been trying to resolve for months. The feeling you have when  you realize you have made someone happy and actually made a difference in their life.

Top Job Titles	Average Salary
Customer service representative 5 salaries reported	R 9 490 per month
Senior associate 4 salaries reported	R 8 500 per month
Senior operator 1 salary reported	R 3 500 per month
Senior operations associate 1 salary reported	R 12 250 per month
Quality analyst 1 salary reported	R 450 per day

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