Senior Group Manager Operations-Sales

WNS; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading Business Process Management firm in Durban is seeking a Senior Operations Manager to lead a team of over 250 FTE and enhance customer experience. The ideal candidate will have extensive operational management experience, a strong background in sales, and excellent coaching skills. This role offers a dynamic work environment with rotational shifts and competitive growth opportunities.

Qualifications

• Minimum 5 years' operational experience in managing a contact center.
• At least 3 years' experience managing a sales and customer-centric environment at a senior leadership level.
• Thorough knowledge of contact center technology.

Responsibilities

• Lead a team of operational leaders/managers.
• Deliver contractual and commercial performance through cost and profitability management.
• Drive continuous improvement and create value by delivering excellent customer experience.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Sales and negotiation

Client and customer relationship management

Education

Tertiary qualification in Contact Centre Management or similar

Matric/Grade 12 Certificate with English and Mathematics

Tools

MS Office (Outlook, Word, Excel, PowerPoint)

Job description

Company Description

WNS (Holdings) Limited (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. 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

The main purpose of this position, as part of the senior management, is to lead a team of Operation Managers with specialist functions and a span of +250FTE.

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 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
• Drive revenue through sales
• Knowledge, Skills and Attributes:
• Leadership
• Change management
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills
• Sales and negotiation
• Persuasion
• Pipeline and funnel management
• Client and customer relationship management
• Essential
• Minimum 5 years' operational experience in managing a contact center
• At Least 3 Years experience managing a sales and customer centric environment at a senior leadership 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 12 Certificate with English and Mathematics Preferred
• Tertiary qualification in Contact Centre Management or similar
• Continuous Improvement E.g., Lean Six Sigma certification, Leadership Development,
• Must have experience driving revenue through sales
• Target driven with proven ability to manage a sales team
• Excellent client relationship management skills
• Ability to analyse complex data and trends, and formulate strategies to improve sales and revenue generation
• Excellent reporting and analytical skills.
• Advanced Excel
  
  
  

Additional Information

Rotational Shifts