Senior Group Manager - Operations

Job DescriptionYou 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: QualificationsGrade 12 or MatricLeadership · 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)QualificationsEssential · Matric/Grade · Tertiary qualification in Contact Centre Management or similar· Continuous Improvement E.g., Lean Six Sigma certificationLeadership Development Additional InformationRotational Night Shift-US HoursExperience working in a travel vertical is preferred