The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.
Key Responsibilities
· Lead a team of operational leaders
· Deliver contractual and commercial performance through cost and profitability management
· Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
· Build excellent relationships both internally and externally at all levels
· Ensure compliance to all relevant process and regulatory standards
· Control and minimise costs
· Drive continuous improvement and create value by delivering excellent customer experience
· Grade 12/Matric
· Proven track record of 5 years’ experience as senior operations manager
· Experience in a contact center/BPO environment and specifically experience in managing a sales team
Knowledge, Skills and Attributes:
· Leadership
· Change management
· Effective coaching skills
· Commercial acumen
· Planning and organizational skills
· MS Office at an advanced level