Operations Manager - Retail Contact Centre

Operations Manager - Retail Contact CentreFull-timeWNS (Holdings) Limited (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.WNS South Africahas 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.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.You will be fully responsible to manage the end to end Operations for our new Retail Client.Your duties will include, but not be limited to the following:• Achieve and exceed all client KPI's and manage the day to day relationship with the client.• Achieve the Operations Financial Targets• Ensuring you have a happy workforce.• Team development and succession.• Governance and compliance.Qualifications RequiredPreferred • Tertiary qualification in Contact Centre Management or similar • Continuous Improvement E.g., Lean Six Sigma certificationExperience RequiredEssential • Minimum 5 years' experience as a large contact center 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 sales and/or retentions • Contact Centre Leadership • People management • Stakeholder management • Report writing and report presentation • Retail Contact Centre ExperienceMust be willing to work rotational shifts in a 24 by 7 Operation

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