Senior Operations Leader — Contact Center & Sales

WNS Global Services; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

WNS Global Services in Cape Town seeks a Senior Operations Manager to lead a portfolio of improvement projects and drive excellent customer experience. You will be customer and client facing, responsible for delivering contractual performance and coaching a sales-oriented team.

The role emphasizes cost control, leadership development, and regulatory compliance across a BPO environment. Strong planning and MS Office skills are essential.

Qualifications

• Proven 5+ years as senior operations manager.
• Experience in a contact center/BPO environment and managing a sales team.
• Effective coaching skills.
• Planning and organizational skills.
• MS Office at an advanced level.

Responsibilities

• Lead a team of operational leaders.
• Deliver contractual and commercial performance through cost and profitability management.
• Create a high-performing, engaged team through leadership behaviours, coaching, performance management and recognition.
• Build relationships with internal and external stakeholders at all levels.
• Ensure compliance with relevant process and regulatory standards.
• Drive continuous improvement and create value by delivering excellent customer experience.

Skills

Team leadership

Operations management

Coaching

Planning

Tools

MS Office

Job description

WNS Global Services in Cape Town seeks a Senior Operations Manager to lead a portfolio of improvement projects and drive excellent customer experience. You will be customer and client facing, responsible for delivering contractual performance and coaching a sales-oriented team.

The role emphasizes cost control, leadership development, and regulatory compliance across a BPO environment. Strong planning and MS Office skills are essential.