Operations Manager: Sales Contact Centre

Reposted 4 Days Ago
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Cape Town, City of Cape Town, Western Cape
Mid level
Information Technology • Professional Services • Consulting
The Role
Lead and develop a team of Sales and Customer Centric Team Leaders in a sales call center to achieve KPIs and deliver client outcomes.
Summary Generated by Built In

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

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

Role Purpose

 

This role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an environment where change is a constant.

The Deputy Group Manager is responsible for creating a positive environment and culture with an engaged team aimed at solving for our internal and external customers by finding suitable solutions. The overall purpose of the campaign is to facilitate the transaction of US based customers wanting to sell their vehicles via inbound calls and an online platform.

Qualifications

Qualifications Required

Essential

•        Matric/Grade 12 or equivalent, with English and Mathematics 

Preferred

•        A relevant tertiary qualification 

 

Experience Required

 Essential

•        Proven track record of delivering against client, customer and business outcomes. 

•        Minimum of 3+ Years relevant management experience working in a fast paced inbound or outbound sales and service centric contact centre environment

Preferred

•        Experience managing Omni-channel customer operations

•        3+ Years’ experience working within a BPO contact centre

•        Relevant working experience with international customers in a contact centre environment an advantage

Additional Information

Must be able to work the following operational hours:

·        5 days a week,Monday to Friday between 2PM and 11 PM

·        Public holidays

Top Skills

Call Center Technology
Crm Software
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The Company
HQ: Mumbai
59,000 Employees
On-site Workplace
Year Founded: 1996

What We Do

WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. WNS combines deep industry knowledge with technology, analytics, and process expertise to co-create innovative, digitally led transformational solutions with over 400 clients across various industries. WNS delivers an entire spectrum of BPM solutions including industry-specific offerings, customer experience services, finance and accounting, human resources, procurement, and research and analytics to re-imagine the digital future of businesses. As of December 31, 2022, WNS had 57,994 professionals across 64 delivery centers worldwide including facilities in Canada, China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, the United Kingdom, and the United States.

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