Job Description

The main purpose of this position, as part of the senior management, is to lead a team of Operation Managers with specialist functions and a span of +250FTE.


You are customer and client facing and strive to deliver excellent customer experience and deliver on sale targets.


You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.


Key Responsibilities


Lead a team of operational leaders/managers Deliver contractual and commercial performance through cost and profitability management Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition Build excellent relationships both internally and externally at all levels Work with Quality, L&D, WFM, Recruitment, HR, Facilities and IT to deliver on expectations Ensure compliance to all relevant process and regulatory standards Control and minimise costs Drive continuous improvement and create value by delivering excellent customer experience
Knowledge, Skills and Attributes: Leadership


Change management Effective coaching skills Commercial acumen Planning and organizational skills MS Office at an advanced level
Essential Minimum 5 years' operational experience in managing a contact center


Minimum 3 years' operational experience at a Senior Leadership level within a service and sales contact center Experience in a contact center/BPO environment Thorough knowledge of contact center technology Computer literacy (MS Office) at advanced level (Outlook, Word, Excel, PowerPoint)

Qualifications

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Essential


Matric/Grade 12 Certificate with English and Mathematics Preferred Tertiary qualification in Contact Centre Management or similar Continuous Improvement E.g., Lean Six Sigma certification, Leadership Development,

Additional Information

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Rotational Shifts

Job Location

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