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

 

Call flow creation and management, Script creationDeliver IVR related Change Request/Service Request/Incidents and troubleshootingRecording configuration and managementVoice mail set up and configurationSetup in the application for queues, routing, SLAsSkill-based auto-routing2nd level of troubleshooting.Troubleshoot and resolve complex technical issues related to the telecom systems, including voice quality, connectivity, and integration problems.Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.Timely handoff (escalation) of cases that require technical assistance to NOC etc.Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.Support of the various  Voice Platforms like RingCentral Webinars (Townhalls),

Expectations

2 to 7 Years of experience in VoIP & Basic NetworkingDesirable Knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebTV.Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management

Note

• Rotational shifts (Including night shift)

• There will be no mobile policy on the operations floor

• Transport will be provided only if the address falls under WNS transport hiring zone

Qualifications

 

• Diploma/Graduate