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
