Operations Manager - Retail Contact Centre at WNS Global Services SA

Job Description

• You will be fully responsible to manage the end to end Operations for our new Retail Client.
• Your duties will include, but not be limited to the following:
• Achieve and exceed all client KPI’s and manage the day to day relationship with the client.
• Achieve the Operations Financial Targets
• Ensuring you have a happy workforce.
• Team development and succession.
• Governance and compliance.

Qualifications

Minimum Requirements:

Essential 

• Matric/Grade 12 Certificate

Preferred 

• Tertiary qualification in Contact Centre Management or similar 
• Continuous Improvement E.g., Lean Six Sigma certification

Experience Required

Essential 

• Minimum 5 years' experience as a large contact center manager 
• Thorough knowledge of contact center technology 
• Computer literacy (MS Office) at advanced level (word, excel, PowerPoint)

Preferred 

• Proven ability in managing a high performing environment in sales and/or retentions 
• Contact Centre Leadership 
• People management 
• Stakeholder management 
• Report writing and report presentation 
• Retail Contact Centre Experience