Operations & QA Lead - Contact Center (Utilities)

WNS; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

WNS in South Africa seeks an experienced operations/centre manager to drive customer outcomes and quality across campaigns. You will oversee reporting, SLA adherence, and stakeholder communications while mentoring quality assessors and leading high-performing teams.

Candidates should have 2–3 years of contact centre management experience, utilities sector exposure, and a management qualification. Proficiency in MS Office is essential for daily operations and analytics.

Qualifications

• Matric Grade 12
• Minimum 2-3 years management experience within a contact centre
• Utilities experience is essential
• Management qualification preferable
• MS Office knowledge essential

Responsibilities

• Consolidate customer comebacks and follow up on resolutions.
• Monitor and report Turnaround Time (TAT).
• Develop and monitor campaign performance aligned with client expectations.
• Ensure team effectiveness and productivity.
• Maintain accurate reporting to all stakeholders.
• Develop quality assessors and maintain quality standards.
• Ensure assessment SLAs are met and tracked.
• Analyze data and recommend actions to the Operations team.
• Communicate with all stakeholders regularly.

Skills

Team leadership

Reporting

Stakeholder communication

Quality assurance

Education

Matric Grade 12

Management qualification

Tools

MS Office

Job description

WNS in South Africa seeks an experienced operations/centre manager to drive customer outcomes and quality across campaigns. You will oversee reporting, SLA adherence, and stakeholder communications while mentoring quality assessors and leading high-performing teams.

Candidates should have 2–3 years of contact centre management experience, utilities sector exposure, and a management qualification. Proficiency in MS Office is essential for daily operations and analytics.