Operations Manager at WNS Global Services

Job description

Main purpose:

An exciting opportunity for an Operations Manager has just become available on one of our multi-channel campaigns. They are one of the leading energy suppliers to domestic, commercial and business customers in the UK. 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 in both inbound and outbound collections environments
• 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 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;
• Process ownership and improvement.

Working hours:

The campaign’s operational hours are 10h30 to 19h30 during the UK Winters and 09h30 - 18h30 during the UK Summers, Mondays to Fridays.

Qualifications required:

• A Matric / Grade 12 Certificate or equivalent
• A relevant tertiary qualification is preferable
• 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
• Knowledge of and experience in Collection, Diallers and the implementation of dialler strategies
• ·Strong administrative and organisational skills;
• Sound problem solving and decision-making skills;
• Excellent team management & leadership skills;
• High attention to detail and accuracy;
• Exceptional interpersonal and communication skills;
• Strong financial acumen;
• 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;
• 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.