Senior Group Manager - Operations

WNS Global Services; Milnerton; In loco; ZAR 900.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

WNS Global Services in Milnerton, South Africa, seeks an experienced senior leader to oversee daily KPIs such as service level, AHT, FCR, CSAT and occupancy, guiding a multi-tier team of managers and frontline specialists.

You will coordinate with Workforce Management and finance on forecasting, scheduling and labor cost control, and manage irregular operations during disruptions, including US-rotational night shifts.

Competenze

• Grade 12 (minimum educational requirement).
• Minimum 5-8 years of experience at a senior leadership level.
• Comfortable working US rotational night shift.

Mansioni

• Oversee daily KPIs including service level, AHT, FCR, CSAT, and occupancy.
• Lead, coach, and develop a multi-tiered team of managers, supervisors, and frontline reservation and customer care specialists.
• Coordinate customer recovery, reaccommodation strategies, and messaging during severe weather, system outages, or major network disruptions.

Conoscenze

People leadership

KPI management

Operations leadership

Workforce planning

Customer care

Formazione

Grade 12

Descrizione del lavoro

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Oversee daily key performance indicators (KPIs) including service level, average handle time (AHT), first-contact resolution (FCR), customer satisfaction (CSAT), and occupancy.

• People Leadership: Lead, coach, and develop a multi-tiered team of managers, supervisors, and hundreds of frontline reservation and customer care specialists.
• Irregular Operations (IROP) Management: Coordinate customer recovery, reaccommodation strategies, and messaging during severe weather, system outages, or major network disruptions.
• Workforce Management & Budgeting: Partner with WFM (Workforce Management) and finance teams on long-term forecasting, scheduling, capacity planning, and labor cost control.

Qualifications

Grade 12

Minimum 5-8 Years experience at a Senior Leadership level

Comfortable working US rotational Night Shift

Additional Information

US Rotational Shifts