Operations Lead, QA & Analytics - Contact Center

WNS Global Services; Cape Town; On-site; ZAR 420,000 - 650,000; Full time

Job summary

WNS Global Services in Cape Town is seeking an experienced Operations Manager for a contact centre to lead QA initiatives, drive performance, and ensure service levels meet client expectations. The role requires 2-3 years of management experience and utilities sector knowledge.

You will oversee reporting, monitor TAT, develop quality assessors, and manage teams while coordinating with offshore partners. The position emphasizes data-driven decisions, stakeholder communication, and continuous

Qualifications

• Matric Grade 12 is required.
• Minimum 2-3 years management experience within a contact centre.
• Utilities experience is essential.
• Previous QA experience required.
• Proven experience in monitoring and leadership of operations.

Responsibilities

• Consolidate customer comebacks and follow up on resolutions.
• Report on TAT and coordinate with Business and Offshore teams.
• Monitor campaign performance and align strategies with business and client expectations.
• Ensure team effectiveness and accurate reporting to stakeholders.
• Develop quality assessors and ensure SLA metrics are met.
• Provide expert consultation regarding department or business unit matters.
• Analyze data and make recommendations to the Operational team.
• Communicate with all stakeholders.

Education

Matric Grade 12

Job description

WNS Global Services in Cape Town is seeking an experienced Operations Manager for a contact centre to lead QA initiatives, drive performance, and ensure service levels meet client expectations. The role requires 2-3 years of management experience and utilities sector knowledge.

You will oversee reporting, monitor TAT, develop quality assessors, and manage teams while coordinating with offshore partners. The position emphasizes data-driven decisions, stakeholder communication, and continuous