WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

KEY RESPONSIBILITIES WILL INCLUDE:

Onsite position to support nightshift campaigns.

Recruitment

Partnering with Hiring Managers and Recruitment to ensure quality placements (bulk & leadership positions)

Employee Induction & On-boarding o

Induction and On-boarding of new hires

Ensuring that all new employee queries are managed and resolved in a proactive and timely manner to ensure a climate of high performance and positive morale and reduce early attrition

Employee Engagement 

Ensuring that all employee queries are managed and resolved in a proactive and timely manner to ensure a climate of high performance and positive morale

Talent Management 

Partnering with Operations to ensure that:- Performance appraisals are implemented, tracked and calibrated effectively as per the quarterly cycles

Probation is effectively managed with all new starters

Retention Management 

Partnering with Operations to:- Reduce attrition by actively reaching out to employees and engaging through various touch points (regular skip meetings, one-on-one meetings, team meetings etc.)

To ensure quick resolution of issues- Identifying and addressing barriers to retention 

Conducing exit interviews and post-exit follow-ups and reporting on trends

Assisting with the effective redeployment of employees (when applicable)

Partnership Management

Developing and maintaining effective partnerships with internal stakeholders (Operations, HR Shared Services, Compensation & Benefits, Recruitment, Learning & Development etc.) 

HR Administration, Analytics & Reporting:

Compiling, maintaining and analysing HR analytics in order to optimize decision-making

Facilitating efficient, timeous and accurate HR & IR administration & documentation

HR Operational Plans & Projects

Providing input to the overall People Plan for the IBU

Implementing operational action plans to meet business needs 

Implementing various HR project plans and initiatives to achieve agreed objectives

Grade 12

QUALIFICATIONS AND LEVEL OF EXPERIENCE REQUIRED

A relevant qualification in Human Resource Management/Industrial Psychology

Proven experience in an HR Coordinator/HR Administrator role (preference will be given to candidates with HR experience in contact centres within the BPO industry)

Experience in and a sound understanding of best practices in the following categories:o

Employee Relations 

HR Administration

HR Analytics

Recruitment & selection for bulk positions (including exposure to competency-based selection tools)

Induction & On-boarding

Employee Engagement

A solid working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) 

A sound working knowledge of all SA labour legislation

JOB RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

Facilitation & presentation skills

The ability to:

work in close partnership with relevant business partners and COEs giving professional advice on HR best practices

demonstrate sound decision-making and problem-solving abilities, together with good judgment

 inspire confidence and positively influence others

be flexible, function under pressure and maintain a positive attitude in all circumstances

manage confidential information with utmost discretion

implement change management initiatives effectively and efficiently

work to deadlines and have lots of drive to effectively deal with numerous issues and priorities; sound time management skills are therefore also very important.

be innovative and show initiative

be accurate and pay excellent attention to detail

communicate effectively at all levels both within, as well as outside the company

deliver results with a strong “sense of urgency”

US Night Shift