Senior Group Manager - Call Centre Operations Night Shift

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

Job summary

WNS Global Services Inc. is seeking a leader to drive the Inbound Service, Sales and Retentions Department within a customer-centric, high-performance environment.

You will manage people, metrics and projects to generate revenue while retaining business. responsibilities include staff performance optimization, process management, technology utilization, and continuous improvement, plus owning client relationships through regular reporting and engagement sessions.

Qualifications

• Minimum 5 years in a large contact center management role.
• Minimum 3 years in operational service, sales and/or retentions.
• Thorough knowledge of contact center technology.
• Advanced MS Office skills (Word, Excel, PowerPoint).
• Matric/Grade 12 with English and Mathematics.

Responsibilities

• Lead the Inbound Service, Sales and Retentions Department with a customer-centric, high-performance culture.
• Drive staff performance optimization, process management and continuous improvement.
• Own the client relationship with regular reporting and engagement.
• Grow and develop the team to meet strategic objectives.

Skills

Contact center management

Sales & Retentions

Staff performance

Relationship management

Contact center tech

Education

Matric/Grade 12 with English & Mathematics

Tools

MS Office

Lean Six Sigma

Job description

Company Overview

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 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.

Job Description

To lead the Inbound Service, Sales and Retentions Department by creating and instilling a service, sales and retention culture in a customer‑centric and high‑performance environment through effective management of people, metrics, and projects, with the objective of generating revenue and retaining business.

To 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.

Essential Qualifications

• Minimum 5 years of experience in a large contact center manager
• Minimum 3 years of experience in operational service, sales and/or retentions
• Thorough knowledge of contact center technology
• Computer literacy (MS Office) at advanced level (Word, Excel, PowerPoint)
• Matric/Grade 12 Certificate with English and Mathematics

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
• Continuous Improvement, e.g., Lean Six Sigma certification
• Tertiary qualification in Contact Centre Management or similar
• Online Retail experience

Additional Information

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