Senior Group Manager - Call Centre Operations Night Shift
WNS Global Services
Cape Town, WC, ZA
2h ago

Job Description

To lead the Inbound Service, Sales and Retentions Department by creating and instilling a service, sales and retentions culture in a customer centric and high-performance environment through effective management of people, metrics, and projects, with the objective of generating revenue and the retention of business.

To deliver excellence through staff performance optimization, process management, technology utilization and continuous improvement.

Own the client relationship by meeting their strategic objectives for the business unit through regular reporting and engagement sessions.

Growth and development of team.

Essential

  • Minimum 5 years' experience in a large contact center manager
  • Minimum 3 years' experience in operational service, sales and / or retentions
  • 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 inbound service, sales and / or retentions
  • Contact Centre Leadership
  • People management
  • Stakeholder management
  • Report writing and report presentation
  • Online Retail experience

    Essential

  • Matric / Grade 12 Certificate with English and Mathematics
  • Preferred

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

    All your information will be kept confidential according to EEO guidelines.

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