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/managersDeliver contractual and commercial performance through cost and profitability managementCreate a high-performing, highly-engaged team through modeling desired leadership behaviours, effective coaching, performance management and recognitionBuild excellent relationships both internally and externally at all levelsWork with Quality, L&D, WFM, Recruitment, HR, Facilities and IT to deliver on expectationsEnsure compliance to all relevant process and regulatory standardsControl and minimise costsDrive continuous improvement and create value by delivering excellent customer experienceDrive revenue through salesKnowledge, Skills and Attributes: · LeadershipChange managementEffective coaching skillsCommercial acumenPlanning and organizational skillsSales and negotiationPersuasionPipeline and funnel managementClient and customer relationship managementEssential · Minimum 5 years' operational experience in managing a contact centerAt Least 3 Years experience managing a sales and customer centric environment at a senior leadership level.Experience in a contact center/BPO environmentThorough knowledge of contact center technologyComputer literacy (MS Office) at advanced level (Outlook, Word, Excel, PowerPoint)

Qualifications

Essential

Matric/Grade 12 Certificate with English and Mathematics PreferredTertiary qualification in Contact Centre Management or similarContinuous Improvement E.g., Lean Six Sigma certification, Leadership Development,Must have experience driving revenue through salesTarget driven with proven ability to manage a sales teamExcellent client relationship management skillsAbility to analyse complex data and trends, and formulate strategies to improve sales and revenue generationExcellent reporting and analytical skills.Advanced Excel 

 

 

Additional Information

Rotational Shifts