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Group Manager

2 months ago

Cape Town, Western Cape, South Africa WNS Global Services Full time
About the Role

The Group Manager - Operations will play a crucial role in delivering against key performance indicators (KPIs) and plans, through effective management of people and processes. This role will create a positive learning environment that empowers and develops the team by being a role model who participates in achieving the wider contact center goals, with an objective towards generation and retention of business.

Key Responsibilities
  • Review and sign off monthly quality score and compliance score
  • Attend meetings with operations teams and/or clients to report on quality assurance analysis
  • Manage and handle internal and external escalations
  • Create, maintain, or update business intelligence tools, databases, dashboards, systems, or methods
  • Manage the timely flow of business intelligence information to users
  • Maintain a library of model documents, templates, or other reusable knowledge assets
  • Synthesize current business intelligence or trend data to support recommendations for action
  • Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
  • Assure compliance requirements are met and implement solutions to prevent non-compliance
  • Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations
  • Accomplish quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling employees
  • Develop quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories
  • Validate quality processes by establishing quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures
  • Prepare quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations
Qualifications
  • Relevant tertiary qualification
  • Minimum of 3 years' experience in a quality management role within the contact center industry
Knowledge, Skills, and Attributes Required
  • Strong interpersonal skills, written, and oral communication skills
  • Ability to take initiative
  • Ability to communicate effectively with people at all levels both internally and externally
  • Ability to work to tight deadlines and respond to changing priorities quickly and positively
  • Ability to plan and carry out responsibilities with minimal direction
  • Ability to work independently and well in a team