Senior Group Manager - Call Centre Operations Night Shift

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 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

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

·         Minimum 5 years' experience in a large contact center manager

·         Minimum 3 years' experience in operational service, sales and/or retentions

·         Thorough knowledge of contact center technology

·          Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)

 Preferred

·         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

Online Retail experience

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

Additional Information

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