You will be fully responsible for all aspects of the Client managed services operation.

This will include:

• Achieve and exceed all client/contractual KPI’s and manage the day to day relationship.
• You will lead the various lines of businesses by creating and instilling a niche customer services culture in a customer centric and high performance culture, through effective management of people, metrics, and projects, with the objective of generating revenue and the retention of business.
• You will be the key point of all day to day contact, and will be responsible to hosting, and creating the Weekly, Monthly and Quarterly performance review decks and minutes.
• Achieve all WNS financial targets and to report on these.
• Achievement of these targets will include the approval of invoices for additional hardware, the management of attrition and the resultant unbilled time for over staffing, and management of OPAS ratios to reduce unnecessary cost.
• You will be responsible for leakage audits.
• Ensuring you have a happy workforce.
• This will be done through the application of the WNS 5 People Promises and the embedding of SMARTOPS.
• Team development and succession.
• You will develop a team of leaders that are fully aligned to the deliverance of these goals, are positive, and always display the values and leader behaviours of WNS and Client.
• Performance reviews are to be completed at least monthly for this team, with development plans as needed.
• Reward and recognition of staff to be done through the effective use of LYS, LOC and variable pay models.
• Governance and compliance.
• You will work with your team to ensure all relevant CBT’s are completed in a timely manner.
• Regular local and global risk audits are completed on your operation; you will work with these teams to close all risks as quickly as possible, and to implement processes to reduce and remove these risks in the future.

QUALIFICATIONS

• Matric/Grade 12 Certificate
• Tertiary qualification in Contact Centre Management or similar preferred
• Continuous Improvement certification E.g., Lean Six Sigma certification - preferred
• Customer Retention & Escalation Management preferred
• Minimum 5 years’ experience as a large contact center manager
• Minimum 3 years’ experience in operational sales and/or retentions
• Thorough knowledge of contact center technology
• Computer literacy (MS Office) at advanced level (word, excel, PowerPoint) Previous SAP knowledge

Please refer the Job description for details