Senior Operations Manager - PE at WNS Global Services

Job Description

Main Purpose

To lead, inspire and engage 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.

Key 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.

Qualifications

• 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)

Additional Information

Skills Required:

• Strong planning and organizational 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