Operations Manager - Graveyard Shift - Airline Campaign

Wns Analytics; Cape Town; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A leading company in Business Process Management is seeking an Operations Manager for the Graveyard Shift in Cape Town. The successful candidate will enhance operational efficiency, ensure customer satisfaction, and lead a team in a dynamic environment. This role requires strong leadership skills and a focus on continuous improvement. Join a company that values employee development and community impact.

Qualifications

• Minimum 3 years' experience as an Assistant Manager.
• Minimum 1 year experience as a Deputy Manager.
• Experience in the travel industry within BPO.

Responsibilities

• Direct and continuously improve operations for customer satisfaction.
• Coach, mentor, and motivate employees.
• Analyze operational practices to improve service operations.

Skills

Client relationship management

Continuous improvement orientation

Focus on developing others

Focus on delivering excellence

Performance management

Education

Matric / Grade 12 qualification

Tertiary qualification

Job description

Operations Manager - Graveyard Shift - Airline Campaign

Full-time

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to over + 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 Africa has been in operation since [insert year] and has built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

Why join us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five promises, keeping employee experience at the core.

Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, where you can support meaningful initiatives and make an impact in the community.

Key Responsibility Areas

• Direct and continuously improve operations to ensure customer satisfaction and enhanced chat efficiency.
• Meet or exceed all service levels through effective planning and forecasting.
• Coach, mentor, and motivate employees; train subordinates to become efficient leaders by being accountable for their development.
• Collaborate with other departments such as Human Resources, Training and Quality Assurance, Workforce Management, Finance and Administration, and Information Technology to ensure success.
• Analyze operational practices and implement changes to improve service operations and profitability.
• Conduct regular staff meetings to discuss account status and progress, keeping management updated.
• Work with the Training and Quality department to establish and maintain high standards of product knowledge and customer service.
• Partner with HR to recruit quality agents, retain talent, and foster positive interpersonal relationships.
• Promote a culture of compliance, work ethics, and integrity by role modeling these values.
• Perform other duties as assigned.
• Envision the future of the program and implement strategies and policies to achieve organizational goals.
• Supervise and coordinate operations, ensuring employees have necessary resources.
• Establish and maintain performance metrics based on service level agreements.

Qualifications Required

• Matric / Grade 12 qualification; tertiary qualification is advantageous.

Experience, Knowledge, Skills, and Attributes

• Minimum 3 years' experience as an Assistant Manager.
• Minimum 1 year experience as a Deputy Manager.
• Experience in the travel industry within BPO.
• Computer literate.
• Strong verbal and written English communication skills.

Behavioral Traits

• Client relationship management abilities.
• Continuous improvement orientation.
• Focus on developing others.
• Focus on delivering excellence.
• Performance management skills.