Sales Contact Center Operations Leader | Inbound/Outbound

WNS; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

Team leadership

Coaching

Customer-centric

Operations management

Performance coaching

Education

Matric/Grade 12

Tertiary qualification

Job description

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