Insurance Contact Center Head of Operations (Night Shift)

WNS Global Services; Cape Town; Presencial; ZAR 1 200 000 - 1 800 000; Tempo integral

Resumo da oferta

WNS Global Services in Cape Town seeks a Call Centre Head of Operations (Senior Group Manager) for Insurance Night Shift to lead our contact centre operations, drive client outcomes and develop leaders. You will balance commercial success, customer experience and performance excellence while guiding a large team through rapid, strategic change.

Key responsibilities include delivering KPIs, optimizing staffing and budgets, and fostering an engaged culture.

Qualificações

• Significant leadership experience within a BPO contact centre.
• Proven track record managing large-scale operations and multiple client programmes.
• Strong commercial and financial acumen.
• Experience managing client relationships at a senior level.
• Exceptional leadership, coaching and stakeholder management skills.
• Analytical and problem-solving capabilities.

Responsabilidades

• Lead the 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 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.

Formação académica

Tertiary qualification in Contact Centre Management, Business Management or related field

Descrição da oferta de emprego

WNS Global Services in Cape Town seeks a Call Centre Head of Operations (Senior Group Manager) for Insurance Night Shift to lead our contact centre operations, drive client outcomes and develop leaders. You will balance commercial success, customer experience and performance excellence while guiding a large team through rapid, strategic change.

Key responsibilities include delivering KPIs, optimizing staffing and budgets, and fostering an engaged culture.