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
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Why join us?
We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
An exciting opportunity for a Team Leaders: Operations has just become available in our UK Campaign.
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.
Key Responsibilities Areas:
- People
- To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
- Stakeholder Management
- To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
- Analytical
- To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
- Financials
- To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.
Qualifications Required:
- Essential: Grade 12
- Preferred: Tertiary qualification in management or relevant proven contact center experience
Experience, Knowledge, Skills and Attributes Required:
- A proven track record of delivering against client, customer and business outcomes
- 2 years’ experience working within a contact center
- More than 2 years’ experience working in a management role
- Managing scale of 12-14, either as part of development opportunity or a previous role
Preferred
- More than 2 years’ experience working within the BPO sector
- More than 2 years’ experience working in a management role
- Experience managing Omni-channel customer operations
Behavioural Traits Required
- Communication and written skills
- Problem solving
- Analytical Thinking
- Conflict Management
- Strategic Thinking
- Time Management
Job-Related Knowledge, Competencies & Skills Required
- HR Process Knowledge
- Stakeholder Management
- Report writing
- Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
- Management skills
- Good understanding of the BPO industry
Qualifications and Experience
- Minimum requirement :Degree
- Maths and/or Maths literacy is advantageous
- Customer service experience
- UK call center experience advantageous
Required Skills:
- Computer literacy (Essential).
- Proficient in MS Word, Email and good typing speed (Essential).
- Neutral accent with excellent verbal and written English communication skills (Essential)
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