Operations Manager - Durban - South Africa

WNS; Durban; On-site; ZAR 420,000 - 660,000; Full time

Job summary

WNS in Durban seeks an experienced Call Centre Manager to drive performance and deliverables across the operation. You will lead on strategic plans, coach teams, and ensure high KPI attainment and customer satisfaction.

You will oversee change initiatives, manage staff, analyse KPIs, and develop people to grow sales and value while maintaining service excellence in a fast-paced environment. The role requires five years in call centre leadership, strong commercial acumen, and the ability to

Qualifications

• Matric with English and Maths required.
• At least five years’ call centre experience with minimum three years in management.
• Proven commercial acumen and strategic decision-making ability.
• Proven experience delivering enhanced performance, using motivational techniques and developing people.
• Relevant tertiary qualification advantageous.

Responsibilities

• Deliver operational targets and business strategy.
• Create and drive strategic operating plan within own area of responsibility.
• Lead on projects that deliver cultural change and transformation within the business.
• Manage change by ensuring teams are fully prepared through effective leadership, coaching and support.
• Support the team managers in leading their teams through periods of change.
• Work closely with Learning and Development to support the journey of new starters.
• Grow the business by delivering an increase in sales and value for the business.
• Maintain excellent customer service.
• Execute strategies to improve the teams’ overall performance.
• Understand the resource and contingency arrangements.
• Conduct performance reviews.
• Lead, coach and develop direct reports to ensure their skills generate high levels of KPI attainment, customer satisfaction and compliance.
• Identify opportunities to develop the skills, knowledge and behavior of each direct report.
• Manage staff attrition and address concerns proactively.
• Manage staff within the guidelines of company policies, procedures and relevant legislation.

Skills

Customer service

KPIs

Call centre management

Commercial acumen

Decision-making

People development

Education

Matric with English and Maths

Tertiary qualification advantageous

Job description

Job Description

The main function of this role is to drive performance and be fully accountable for deliverables.

Key Responsibilities

• Deliver operational targets and business strategy
• Create and drive strategic operating plan within own area of responsibility
• Lead on projects that deliver cultural change and transformation within the business
• Manage change by ensuring teams are fully prepared through effective leadership, coaching and support
• Support the team managers in leading their teams through periods of change
• Work closely with Learning and Development to support the journey of new starters
• Grow the business by delivering an increase in sales and value for the business
• Maintain excellent customer service
• Execute strategies to improve the teams’ overall performance
• Understand the resource and contingency arrangements
• Conduct performance reviews
• Lead, coach and develop direct reports to ensure their skills generate high levels of KPI attainment, customer satisfaction and compliance.
• Identify opportunities to develop the skills, knowledge and behavior of each direct report
• Manage staff attrition and address concerns proactively
• Manage staff within the guidelines of company policies, procedures and relevant legislation

Qualifications

• Matric qualification with English and Maths
• Relevant tertiary qualification advantageous
• 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, using motivational techniques and developing people

Knowledge, Skills and Attributes

• Thorough understanding of what delivers great customer service
• Thorough knowledge and understanding of all business and service centre KPIs
• Management of a call centre operation
• Strong commercial acumen and effective decision-making to deliver business goals
• Creative with the ability to initiate incentives and campaigns to drive engagement and profitability