Jnr. Operations Manager at WNS Global Services

Job description

Main purpose:

Exciting opportunities for Operations Managers have just become available on our multi-channel campaign. Our campaign is one of the leading energy suppliers to industrial, commercial and business customers in the UK. We are looking for professional, high performance individuals, with exceptional leadership, process management and client liaison skills, to be responsible for managing and leading a team of Team Leaders to achieve performance targets, while building a positive, engaged team environment.

Key Responsibilities:

• Driving operational excellence & performance
• Growing the business by delivering an increase in revenue and value for the business
• Executing strategies to improve your teams’ overall performance
• Leading a team of Team Leaders to perform effectively against set targets/KPIs
• Leading interventions in your campaign that deliver cultural change and transformation within the business
• Managing change by ensuring that your teams are fully prepared through effective leadership, coaching and support
• Working closely with HR, Training and QA to support the journey of new starters
• Implementing resource and contingency arrangements
• Client liaison
• Process ownership and improvement

Working Hours:

• The campaign’s operational hours are 09h30 – 19h00 during the UK Winters and 08h30 – 18h00 during the UK Summers, Mondays Fridays.        

Qualifications Required:

• A Matric/Grade 12 Certificate or equivalent with the minimum of a D aggregate in English and  Maths/Accounting
• A relevant tertiary qualification (preferably in Business Administration/Management, Engineering, Commerce, Finance and/or Accounting) is preferred.

Experience, Knowledge, Skills and Attributes Required:

• A proven track record of 5 years’ management experience in a multi-channel customer service /contact centre environment, preferably dealing with UK clients
• Proficiency in the following Microsoft packages (Word, Excel & Outlook)
• Sound problem solving and decision-making skills
• Excellent team management & leadership skills
• Exceptional interpersonal and communication skills
• Strong financial acumen
• Effective negotiation, influencing and persuasion skills
• Strong administrative and organisational skills
• High client-focus
• Results-driven team player
• High attention to detail and accuracy
• Experience in process ownership & improvement

The ability to:

• be agile and able to adapt to change quickly, in a fast-paced environment
• behave in a professional manner and with absolute discretion in all situations.
• prioritise and manage work flow
• analyse, validate and interpret data/reports
• resolve conflict situations amicably
• multi-task, work under pressure and cope with high volumes of work
• cope with pressures and setbacks
• manage and improve processes