Job Description
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:
Qualifications
Grade 12 or Matric
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 at a Senior level
· 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
· Tertiary qualification in Contact Centre Management or similar
· Continuous Improvement E.g., Lean Six Sigma certification
Leadership Development
Additional Information
Rotational Night Shift-US Hours
Experience working in a travel vertical is preferred