Call Centre Operations Manager at WNS Global Services

Job description

Main purpose:

An exciting opportunity for a Group Manager has just become available on our campaign in Bellville. Our client is a global subscription based company who offer a wide range of magazine print and digital subscriptions. We are looking for a professional, high performance individual, 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 for the three lines of business – Sales, Service, Retentions
• Executing strategies to improve your teams’ overall performance;
• Leading a team of Assistant Managers/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 and active communication
• Process ownership and improvement.

Working hours:

The campaign’s operational hours are 8h00 to 20h00 during the UK Winters and 07h00 – 19h00 during the UK Summers, Mondays to Saturdays

Qualifications required:

• A Matric / Grade 12 Certificate or equivalent
• A relevant tertiary qualification is preferable

Experience, knowledge, skills and attributes required:

• 5 years managerial experience dealing with UK /international based multichannel environments
• A proven track record of management experience in a multi-channel customer service / contact centre environment, preferably dealing with UK clients
• Strong administrative and organizational skills;
• Sound problem solving and decision-making skills;
• Excellent team management & leadership skills;
• High attention to detail and accuracy;
• Exceptional interpersonal and communication skills;
• Effective negotiation, influencing and persuasion skills;
• High client-focus;
• Results-driven team player;
• 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;
• Priorities and manage work flow;
• Analyze, 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.
• Deal with seasonal ramp up’s and ramp downs