Operations Manager - Newlands East, South Africa - WNS Global Services

WNS Global Services Newlands East, South Africa

2 days ago

Description

Job Description

The main function of this role is to drive performance and be fully accountable for deliverables.

Key responsibilities

Deliver operational targets and business strategy
Create and drive strategic operating plan within own area of responsibility
Lead on projects that deliver cultural change and transformation within the business
Manage change by ensuring teams are fully prepared through effective

leadership, coaching and support

Support the team managers in leading their teams through periods of change
Work closely with Learning and Development to support the journey of new starters
Grow the business by delivering an increase in sales and value for the business
Maintain excellent customer service
Execute strategies to improve the teams' overall performance
Understand the resource and contingency arrangements
Conduct Performance reviews
Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.
Identify opportunities to develop the skills, knowledge and behavior of each direct report.
Manage staff attrition and address concerns in a proactive manner.
Manage staff within the guidelines of company policies and procedures and in accordance with relevant legislation.

Qualifications

Qualifications and experience

Matric qualification with English and Maths
Relevant tertiary qualification advantageous
At least five years' call centre experience with minimum three years in management capacity.
Proven commercial acumen and strategic decision-making ability
Proven experience delivering enhanced performance, using motivational techniques and by developing people.

Knowledge, skills and attributes

Thorough understanding of what delivers great customer service
Thorough knowledge and understanding of all business and service centre key performance indicators.
Management of a call centre operation.
Strong commercial acumen and effective decision making that will deliver business goals.
Creative with the ability to initiate incentives and campaigns to drive engagement and profitability.

Additional Information

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