Senior Group Manager

4 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Senior Group Manager

WNS Global Services is seeking a highly skilled and experienced Senior Group Manager to lead our Inbound Service, Sales and Retentions Department.

Key Responsibilities:
  • Lead the Inbound Service, Sales and Retentions Department by creating and instilling a service, sales and retentions culture in a customer-centric and high-performance environment.
  • Manage people, metrics, and projects to achieve revenue generation and business retention objectives.
  • Deliver excellence through staff performance optimization, 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.
Requirements:
  • Minimum 5 years' experience in a large contact center management role.
  • Minimum 3 years' experience in operational service, sales, and/or retentions.
  • Thorough knowledge of contact center technology.
  • Computer literacy (MS Office) at an advanced level (word, excel, PowerPoint).
Preferred Qualifications:
  • Proven ability in managing a high-performing environment in inbound service, sales, and/or retentions.
  • Contact Centre Leadership.
  • People management.
  • Stakeholder management.
  • Report writing and report presentation.
  • Online Retail experience.
Education:
  • 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).

All your information will be kept confidential according to EEO guidelines.


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