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 (Why your role exists)

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, processes, technology and finance, with the objective of delivering on agreement contractual metrics, transformation projects and revenue targets.

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.

Qualifications

Qualifications Required

 

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

 

Experience Required

 

Essential

·         Minimum 5 years' experience in a large BPO contact center

·         Minimum 3 years' experience in operations service, sales and/or retentions as a Senior Manager

·         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 both inbound and outbound contact centres

·         Experience in the automotive industry or with a passion for cars

·         Contact Centre Leadership

·         People management

·         Stakeholder management

·         Report writing and report presentation

·         Online Retail experience

 

 Behavioral Traits Required

·          Problem solving ability

·          Self-motivated

·          Team player

·          Proactive

·          Effective emotional intelligence (EQ)

·          Effective communicator

·          Confident in the team

·          Respectful of others

·          An example of integrity

·          Influential

·          Willing to delegate

·          Attention to detail

·          Ability to interpret data into meaningful reports

·          Strong planning and organizational skills

·          Proven ability to manage a large-scale sales team

·          Project management

·          Excellent numeracy skills

·          Ability to manage 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 service, sales and retentions is critical

 

 Other Specific Requirements

·          Automotive Industry knowledge/experience

 

Job-Related Knowledge, Competencies & Skills Required

 

Essential

 

§  Leadership: call center leaders are in charge of people whom they would be expected to direct, manage and mentor. Therefore, they must have excellent interpersonal skills, leadership skills and abilities

 

§  Motivation: people work harder when they receive the right amount of motivation, so call center leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team

 

§  Coaching and Mentoring: call center leaders are also expected to be great tutors and excellent mentors to their team

 

§  Hardworking: to be able to encourage their team to work harder, smarter and more efficiently, they must practice and demonstrate this themselves

 

§  Goal Setting and Achievement: the call centre leader is also responsible for setting and driving of goals for the team to achieve and therefore, must deliver and achieve their own goals

 

§  Multitasking: call centre leaders must be able to handle multiple tasks at the same time that are accurate and on time

 

 

Preferred

·          Knowledge of WFM, MI/BI, Quality, Training and Service Improvement methodologies within the Contact Centre Industry

Additional Information

·         Must be able to travel between WNS sites locally when required

·         Own transport