Senior Group Ops Leader — Global Contact Center Night Shift

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 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.