Senior Group Manager - Operations
Senior Group Manager - Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The main purpose of this position as part of the senior management is to lead a team of Operation Managers with specialist functions and a span of 250FTE.
You are customer and client facing and strive to deliver excellent customer experience and deliver on sale targets.
You are accountable for designing implementing & tracking a portfolio of improvement projects for your functional area.
Key Responsibilities
Lead a team of operational leaders/managers
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
Work with Quality L&D WFM Recruitment HR Facilities and IT to deliver on expectations
Ensure compliance to all relevant process and regulatory standards
Control and minimise costs
Drive continuous improvement and create value by delivering excellent customer experience
Knowledge Skills and Attributes: Leadership
Change management
Effective coaching skills
Commercial acumen
Planning and organizational skills
MS Office at an advanced level
Essential Minimum 5 years operational experience in managing a contact center
Minimum 3 years operational experience at a Senior Leadership level within a service and sales contact center
Experience in a contact center/BPO environment
Thorough knowledge of contact center technology
Computer literacy (MS Office) at advanced level (Outlook Word Excel PowerPoint)
Qualifications :
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 Leadership Development
Additional Information :
Rotational Shifts
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
