Senior Group Manager
4 weeks ago
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.
- 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).
- 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.
- 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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