Operations Manager: Sales Contact Centre

Wns; Cape Town; Presencial; ZAR 600.000 - 900.000; Jornada completa

Descripción de la vacante

WNS South Africa is seeking a skilled Deputy Group Manager for Sales Call Centre Operations. You will lead and mentor Team Leaders to deliver against client KPIs and SLAs in a fast-paced inbound/outbound environment, focusing on customer-centric solutions and process improvements.

The role requires experience managing omni-channel contact centre operations and coordinating with internal teams to meet business outcomes, including supporting US-based vehicle transactions via calls and online

Formación

• Matric/Grade 12 or equivalent with English and Mathematics.
• A relevant tertiary qualification.
• Minimum 3+ years management experience in a fast paced contact centre.

Responsabilidades

• Lead, motivate, mentor and coach a team of Sales and Customer Centric Team Leaders.
• Drive delivery against client and internal KPIs, CBBs and SLAs.
• Create a positive environment and culture to solve customer issues.
• Facilitate transactions for US-based customers to sell vehicles via inbound calls and online platform.

Conocimientos

Team leadership

Coaching

Customer-centric

Operations management

Performance coaching

Educación

Matric/Grade 12

Tertiary qualification

Descripción del empleo

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Role Purpose

This role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an environment where change is a constant.

The Deputy Group Manager is responsible for creating a positive environment and culture with an engaged team aimed at solving for our internal and external customers by finding suitable solutions. The overall purpose of the campaign is to facilitate the transaction of US based customers wanting to sell their vehicles via inbound calls and an online platform.

Qualifications

Qualifications Required

Essential

• Matric/Grade 12 or equivalent, with English and Mathematics

Preferred

• A relevant tertiary qualification

Essential

Experience Required

• Proven track record of delivering against client, customer and business outcomes.
• Minimum of 3+ Years relevant management experience working in a fast paced inbound or outbound sales and service centric contact centre environment

Preferred

• Experience managing Omni-channel customer operations
• 3+ Years’ experience working within a BPO contact centre
• Relevant working experience with international customers in a contact centre environment an advantage

Additional Information

Must be able to work the following operational hours:

• 5 days a week,Monday to Friday between 2PM and 11 PM
• Public holidays