Senior Group Manager

1 month ago


Cape Town, South Africa WNS Global Services Full time
Job Description

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:

 


Qualifications

Grade 12 or Matric

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 at a Senior level

· 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

Essential · Matric/Grade 

· Tertiary qualification in Contact Centre Management or similar

· Continuous Improvement E.g., Lean Six Sigma certification

Leadership Development

 


Additional Information

Rotational Night Shift-US Hours

Experience working in a travel vertical is preferred



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