Operations Manager: Call Center Performance & Transformation

Wns (Holdings) Limited (Adr); Durban; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading global BPM provider is seeking an Operations Manager in Durban, South Africa. The role involves driving operational targets, managing teams, and enhancing customer service. Candidates should ideally possess five years' experience in call centers and a strong management background. The position rewards creativity and strategic decision-making, contributing to business growth and team development.

Qualifications

• At least five years' call centre experience with minimum three years in management capacity.
• Proven commercial acumen and strategic decision-making ability.
• Proven experience delivering enhanced performance through motivation and development.

Responsibilities

• Deliver operational targets and business strategy.
• Create and drive strategic operating plan.
• Lead on projects that deliver cultural change.
• Support team managers through periods of change.
• Grow the business by delivering increases in sales.

Skills

Customer service understanding

Call centre operation management

Commercial acumen

Creative campaign initiation

Education

Matric qualification with English and Maths

Relevant tertiary qualification

Job description

A leading global BPM provider is seeking an Operations Manager in Durban, South Africa. The role involves driving operational targets, managing teams, and enhancing customer service. Candidates should ideally possess five years' experience in call centers and a strong management background. The position rewards creativity and strategic decision-making, contributing to business growth and team development.