Senior Group Manager - Operations at WNS Global Services

Job description

Main purpose

To lead, inspire and engage the a multi-faceted inbound sales operation, to drive and achieve sales and revenue targets. To handle all aspects of a large scale inbound operation. To deliver excellence through staff performance optimization, process management and technology utilisation

Responsibilities:

• General
• Create and instil a successful inbound sales call centre culture, focused on achieving target and driving revenue for WNS and our Client
• Recruiting, retaining, managing and motivating and developing a team of Group Managers and team leaders.
• Lead all operational functions within department/business unit and Demonstrate Company Values.
• Manage and motivate staff to optimize outputs and manage relationships efficiently.
• Initiate and support organisational transformation and change in order to successfully implement new initiatives and deliver on service delivery commitments.
• Ensure that the team are driven to achieve the required activity, calls and sales on a daily, weekly and monthly basis.
• Ensure that all staff conducts themselves with the highest degree of business ethics and integrity.
• Manage relationships with key business stakeholders
• To create and exploit opportunities for additional revenue streams
• Identify areas for performance improvement and develop appropriate action plans for coaching and development.
• Sales
• Take overall responsibility for inbound sales operations.
• Manage the revenues and costs of the operation
• Correctly training the sales team to deliver a professional and consistent service to the customer.
• Set and ensure that the sales teams achieve revenue & volume targets on a daily, weekly, monthly basis.
• Design and implement performance management programmes that improve sales performance
• Liaise with sales team., data providers, MI teams and product managers to optimise conversion rates.
• Retentions
• Take overall responsibility for retentions operations
• Design and implement processes and systems that drive effective customer retentions
• Report to client & business on retention performance
• Develop and foster productive client relationships
• Align retention operations with best practise
• Report back into sales and operations on insights
• Back office
• Take overall responsibility for back office operations
• Ensure back office processes are optimised
• Develop and implement performance management programmes that drive back office efficiencies and performance
• Report back into sales and operations on insights.

Minimum Requirements

• Grade 12(matric)
• Relevant tertiary qualification
• Minimum 5 years experience as a large contact centre manager
• Minimum 5 years experience in a sales operation
• Thorough knowledge of contact centre technology
• MS Office at an advanced level (advantageous)

Skills:

• Strong planning and organisational skills
• Proven ability to manage a large scale sales team
• Project management
• Excellent numeracy skills
• Ability to manage people towards target achievement
• Analytical approach
• Excellent people skills
• Ability to coach and/or develop individuals and groups
• Clear and concise communication at all levels with the ability to handle objections
• Knowledge and experience of sales, retention & back office process is critical
• Experience in lead management & lead generation critical

Eligibility Criteria:

• Proven track record of building and maintaining high performing, professional and fun working environments
• Proven management experience in the BPO industry
• Proven management experience in a sales environment.
• Proven management experience in a customer retentions environment
• Proven management experience in lead generation and lead management environment
• Proven management experience in managing client relationships
• Proven management experience in managing back office processes including order processing
• Proven management experience in Telecoms industry
• Proven ability to lead, manage, coach and motivate employees
• Proven ability to achieve multiple targets and manage multiple priorities
• Evidence for delivering results through people management
• Experience of working with Commercial customers in a sales and target focused environment
• Excellent communication and ability to develop a rapport in a variety of situations
• Strong understanding of interpreting MI to inform planning and organisation
• Pre-interview shortlisting
• 1 X Knowledge Assessment
• Shortlisted candidates only
• Competency Based Interview
• Factor(s) to be considered

IMPORTANT:

Accountability for the entire process lies in the ambit of Operations.