Assistant Manager - Operations

WNS Global Services SA; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in Cape Town is seeking an Assistant Manager - Operations to lead a team of Customer Service Associates. The role focuses on driving performance, ensuring operational excellence, and fostering a collaborative team environment. Candidates should have a Matric qualification and a proven track record in customer service leadership.

Qualifications

• Matric required.
• Experience in Customer Service roles.

Responsibilities

• Lead a team of Customer Service Associates against targets/KPIs.
• Manage customer contacts and queries in a timely manner.
• Conduct performance reviews and communicate barriers to the Deputy Manager.

Skills

Leadership skills

Results-oriented

Team-building initiatives

Education

Matric

Job description

Job title : Assistant Manager - Operations

Job Location : Western Cape, Cape Town Deadline : July 25, 2025 Quick Recommended Links

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Job Description

• We are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.

Key responsibilities will include :

Driving Operational Excellence

• Leading a team of Customer Service Associates to perform effectively against set targets / KPIs
• Ensuring that all customer contacts / queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
• Reviewing and managing each team member’s performance
• Identifying and communicating barriers to performance / service delivery to the Deputy Manager
• Ensuring adherence to Standard Operating Procedures and company policies
• Keeping the team informed of anything happening that may impact them
• Establishing good rapport within the team and with other teams
• Having regular Team Meetings, as well as individual Status Sessions with each team member
• Actively supporting the team to meet their deadlines and targets
• Driving team-building initiatives and supporting company activities
• Living the company’s values in all day-to-day activities
• Being a role model to the team
• Supporting the team through periods of change

Learning & Development

• Working closely with Operations Support, Training & HR to support the journey of new starters
• Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
• Ensuring that each team member has a Personal Development Plan
• Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information

Qualifications

• Matric
• Customer Service jobs

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