Deputy Manager - Transactional Quality

WNS; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

WNS in South Africa seeks an experienced operations/centre manager to drive customer outcomes and quality across campaigns. You will oversee reporting, SLA adherence, and stakeholder communications while mentoring quality assessors and leading high-performing teams.

Candidates should have 2–3 years of contact centre management experience, utilities sector exposure, and a management qualification. Proficiency in MS Office is essential for daily operations and analytics.

Qualifications

• Matric Grade 12
• Minimum 2-3 years management experience within a contact centre
• Utilities experience is essential
• Management qualification preferable
• MS Office knowledge essential

Responsibilities

• Consolidate customer comebacks and follow up on resolutions.
• Monitor and report Turnaround Time (TAT).
• Develop and monitor campaign performance aligned with client expectations.
• Ensure team effectiveness and productivity.
• Maintain accurate reporting to all stakeholders.
• Develop quality assessors and maintain quality standards.
• Ensure assessment SLAs are met and tracked.
• Analyze data and recommend actions to the Operations team.
• Communicate with all stakeholders regularly.

Skills

Team leadership

Reporting

Stakeholder communication

Quality assurance

Education

Matric Grade 12

Management qualification

Tools

MS Office

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Key Responsibilities

• Customer comebacks consolidation and follow-up on resolutions based on monthly meetings or conference calls and the reporting will be based post understanding between Business and Offshore team
• Monitoring and reporting TAT
• Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations.
• Ensuring team effectiveness
• Ensuring that reporting to all stakeholders are accurate
• Developing quality assessors
• Ensuring that assessment SLA`S are met
• Analyse data and make recommendations to the Operational team where needed
• Communication with all stakeholders

Qualifications

Matric Grade 12

Additional Information

• Minimum 2-3 years management experience within a contact centre
• Utilities experience is essential
• Management qualification preferable
• MS Office knowledge essential
• Previous QA experience required
• Proven experience in monitoring and leadership of operations
• Experience in providing expert consultation regarding department or business unit related matters