Operations Manager - Graveyard Shift - Airline Campaign

Wns; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking company as an Operations Manager for a dynamic airline campaign. This full-time position offers the chance to lead a team in enhancing customer satisfaction and operational efficiency. With a focus on coaching and mentoring, you'll play a crucial role in developing talent while collaborating with various departments to ensure success. Experience a culture of engagement and outperformance, and contribute to meaningful community initiatives through the company's foundation. If you're passionate about driving excellence in the outsourcing industry, this is the opportunity for you.

Qualifications

• Minimum 3 years' experience as an Assistant Manager.
• Experience in the travel industry within BPO.

Responsibilities

• Direct and improve operations for customer satisfaction.
• Coach and mentor employees for professional growth.
• Analyze practices and implement improvements.

Skills

Client relationship management

Continuous improvement

Performance management

Strong communication skills

Computer literacy

Education

Matric / Grade 12 qualification

Tertiary qualification

Job description

Operations Manager - Graveyard Shift - Airline Campaign

Location: WNS Cape Town, Western Cape, South Africa

Company Description: WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. We serve over + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel, and Utilities.

WNS South Africa has been operational since and has established a reputation as an industry leader in Business Process Outsourcing (BPO), with a growing presence across Africa. We are committed to providing our employees with role clarity, coaching, mentoring, professional development, and structured career paths, guided by our 5 people promises and a focus on employee experience.

Join us to experience a culture of outperformance, engagement, and celebration, and contribute to society through the WNS Cares Foundation, supporting meaningful initiatives and community impact.

Key Responsibilities:

1. Direct and continuously improve operations to ensure customer satisfaction and enhanced chat efficiency.
2. Meet or exceed service levels through effective planning and forecasting.
3. Coach, mentor, and motivate employees; train subordinates to become effective leaders, ensuring their professional growth.
4. Collaborate with departments such as HR, Training and Quality Assurance (TQA), Workforce Management (WFM), Finance, Administration, and IT to ensure operational success.
5. Analyze operational practices and implement improvements to enhance service delivery and profitability.
6. Conduct regular staff meetings to update management on account status and developments.
7. Partner with Training and Quality teams to ensure product knowledge and exceptional customer service standards.
8. Work with HR to recruit quality agents, retain talent, and foster positive interpersonal relationships.
9. Promote a culture of compliance, work ethics, and integrity by setting a role model example.
10. Perform additional duties as assigned.
11. Envision the program's future, and develop plans, strategies, and policies to guide employees toward achieving it.
12. Supervise operations and ensure staff have necessary resources.
13. Establish and maintain performance metrics aligned with service level agreements.

Qualifications:

• Matric / Grade 12 qualification; tertiary qualification is advantageous.

Experience, Knowledge, Skills, and Attributes:

• Minimum 3 years' experience as an Assistant Manager.
• At least 1 year experience as a Deputy Manager.
• Experience in the travel industry within BPO.
• Computer literacy.
• Strong verbal and written English communication skills.

Behavioral Traits:

• Client relationship management abilities.
• Orientation towards continuous improvement.
• Focus on developing others and delivering excellence.
• Performance management skills.

Additional Information:

• Shift: Graveyard (12 PM to 9 AM SA Time).
• Employment type: Full-time.
• Job function: Customer Service.
• Industry: Outsourcing / Offshoring.