Head of Contact Centre Operations & Strategy

WNS; Cape Town; Presencial; ZAR 900 000 - 1 800 000; Tempo integral

Resumo da oferta

WNS, part of Capgemini, is seeking a Senior Group Manager to lead our contact centre operations in Newlands, Cape Town. You will drive contractual KPI delivery, oversee a team of Operations Managers and focus on client outcomes, profitability and people development.

The role emphasizes strong leadership, governance and continuous improvement in a fast-paced environment, with responsibilities spanning forecasting, budgeting, risk management, and stakeholder engagement across international client

Qualificações

• Significant leadership experience in a BPO contact centre.
• Track record delivering large-scale operations and multiple client programmes.
• Strong commercial and financial acumen.
• Experience managing client relationships at senior level.
• Exceptional leadership, coaching and stakeholder management.
• Strong analytical and problem-solving capabilities.
• Ability to thrive in a fast-paced, results-driven environment.

Responsabilidades

• Lead the successful delivery of all contractual KPI's, SLA's and operational targets.
• Drive a high-performance culture focused on customer experience, continuous improvement and accountability.
• Analyse performance trends and implement strategies to improve efficiency, productivity, quality and customer satisfaction.
• Manage escalations and ensure swift resolution of operational challenges.
• Identify opportunities for growth, innovation and operational excellence.
• Support increased revenue, profitability, gross contribution and gross margin targets.
• Manage forecasting, budgeting, workforce optimisation and capacity planning.
• Monitor staffing, attrition, shrinkage, overtime, incentives and other cost drivers.
• Conduct regular operational and financial audits to minimise leakage and maximise efficiency.
• Lead, coach and inspire a team of Operations Managers, Team Leaders and support functions.
• Create clear succession plans and develop future leaders.
• Drive performance management, coaching, and development initiatives.
• Recognise and reward exceptional performance.
• Foster an engaged, inclusive and supportive culture where people can thrive.
• Drive compliance with all client, regulatory, and company requirements.
• Ensure mandatory training and governance activities are completed.
• Lead operational risk reviews and audit actions.
• Identify and mitigate risks before they become problems.
• Embed a culture of accountability and operational discipline.

Conhecimentos

Leadership

Stakeholder management

Analytical thinking

Problem solving

Commercial acumen

Client relationships

Adaptability

Formação académica

Tertiary qualification in Contact Centre Management or Business Management

Lean Six Sigma Continuous Improvement qualification

Matric / Grade 12 Certificate

Descrição da oferta de emprego

WNS, part of Capgemini, is seeking a Senior Group Manager to lead our contact centre operations in Newlands, Cape Town. You will drive contractual KPI delivery, oversee a team of Operations Managers and focus on client outcomes, profitability and people development.

The role emphasizes strong leadership, governance and continuous improvement in a fast-paced environment, with responsibilities spanning forecasting, budgeting, risk management, and stakeholder engagement across international client