Senior Operations Manager: Automotive Industry Expert
3 weeks ago
WNS Global Services is seeking a highly experienced Senior Operations Manager to lead our Automotive Inbound Service, Sales and Retentions Department. As a key member of our leadership team, you will be responsible for creating and instilling a service, sales and retentions culture in a customer-centric and high-performance environment.
Key Responsibilities:
- Lead the Inbound Service, Sales and Retentions Department to deliver on agreement contractual metrics, transformation projects, and revenue targets.
- Develop and implement effective management strategies to optimize staff performance, process management, technology utilization, and continuous improvement.
- Own the client relationship by meeting their strategic objectives for the business unit through regular reporting and engagement sessions.
- Growth and development of team.
Qualifications:
- Matric/Grade 12 Certificate with English and Mathematics.
- Tertiary qualification in Contact Centre Management or similar.
- Continuous Improvement E.g., Lean Six Sigma certification.
- Minimum 5 years' experience in a large BPO contact center.
- Minimum 3 years' experience in operations service, sales, and/or retentions as a Senior Manager.
- Thorough knowledge of contact center technology.
- Computer literacy (MS Office) at advanced level (word, excel, PowerPoint).
Behavioral Traits:
- Problem-solving ability.
- Self-motivated.
- Team player.
- Proactive.
- Effective emotional intelligence (EQ).
- Effective communicator.
- Confident in the team.
- Respectful of others.
- An example of integrity.
- Influential.
- Willing to delegate.
- Attention to detail.
- Ability to interpret data into meaningful reports.
- Strong planning and organizational skills.
- Proven ability to manage a large-scale sales team.
- Project management.
- Excellent numeracy skills.
- Ability to manage towards target achievement.
- Analytical approach.
- Excellent people skills.
- Ability to coach and/or develop individuals and groups.
- Clear and concise communication at all levels with the ability to handle objections.
- Knowledge and experience of service, sales, and retentions is critical.
Additional Requirements:
- Automotive Industry knowledge/experience.
Job-Related Knowledge, Competencies & Skills:
- Leadership: call center leaders are in charge of people whom they would be expected to direct, manage, and mentor. Therefore, they must have excellent interpersonal skills, leadership skills, and abilities.
- Motivation: people work harder when they receive the right amount of motivation, so call center leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team.
- Coaching and Mentoring: call center leaders are also expected to be great tutors and excellent mentors to their team.
- Hardworking: to be able to encourage their team to work harder, smarter, and more efficiently, they must practice and demonstrate this themselves.
- Goal Setting and Achievement: the call centre leader is also responsible for setting and driving of goals for the team to achieve and therefore, must deliver and achieve their own goals.
- Multitasking: call centre leaders must be able to handle multiple tasks at the same time that are accurate and on time.
Preferred Qualifications:
- Knowledge of WFM, MI/BI, Quality, Training, and Service Improvement methodologies within the Contact Centre Industry.
Additional Information:
- Must be able to travel between WNS sites locally when required.
- Own transport.
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