Head of Operations & Growth - Contact Center Leadership

WNS Global Services; Cape Town; On-site; ZAR 1,000,000 - 1,800,000; Full time

Job summary

WNS Global Services in Cape Town seeks a senior operations leader to guide a team of operational managers, shaping strategies to drive profitability while upholding service quality.

You will lead delivery, manage client relationships, enforce governance, and drive continuous improvement to optimise cost, quality and delivery times in a high-demand contact center environment.

Requires 7+ years in senior management within call center settings and a relevant tertiary degree.

Qualifications

• Senior leadership experience in call center environments.
• 7+ years in senior management roles.
• Ability to drive profitability while maintaining quality? (not a direct quote)

Responsibilities

• Lead a team of operational leaders to deliver contractual and commercial performance.
• Enhance cost, quality and delivery time through strategy and process improvements.
• Promote revenue growth and margin targets through effective leadership and governance.
• Develop your people through coaching, performance management and recognition.

Skills

Leadership

Strategic thinking

People management

Stakeholder management

Risk management

Education

Relevant tertiary degree

Job description

WNS Global Services in Cape Town seeks a senior operations leader to guide a team of operational managers, shaping strategies to drive profitability while upholding service quality.

You will lead delivery, manage client relationships, enforce governance, and drive continuous improvement to optimise cost, quality and delivery times in a high-demand contact center environment.

Requires 7+ years in senior management within call center settings and a relevant tertiary degree.