Senior Operations Leader - Contact Center & BPO

SmartRecruiters, Inc.; Milnerton; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Senior Operations Manager to lead a specialist team, driving customer experience and operational excellence.

You will design, implement and monitor improvement projects, manage costs, and build strong internal and external relationships while ensuring compliance with standards.

This role requires strategic mindset, coaching, and the ability to align operations with business goals in a multi-channel environment.

Qualifications

• 5+ years experience as a senior operations manager in a multi-channel environment.
• Experience in a contact center/BPO environment.

Responsibilities

• Deliver contractual and commercial performance via cost and profitability management.
• Develop a high-performing team through coaching, performance management and recognition.
• Build strong relationships at all levels, internally and externally.
• Ensure compliance with relevant processes and regulatory standards.
• Control and minimise costs.
• Drive continuous improvement to deliver excellent customer experience.

Skills

Leadership

Customer experience

Cost management

Coaching

Education

Grade 12

Job description

WNS, part of Capgemini, is seeking a Senior Operations Manager to lead a specialist team, driving customer experience and operational excellence.

You will design, implement and monitor improvement projects, manage costs, and build strong internal and external relationships while ensuring compliance with standards.

This role requires strategic mindset, coaching, and the ability to align operations with business goals in a multi-channel environment.