Senior Operations Leader: Customer Experience & Improvement

Wns Global Services; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading BPO service provider in Durban is seeking a Senior Operations Manager to lead a high-performing team. This role focuses on driving contractual performance, effective coaching, and ensuring excellent customer experiences. The ideal candidate will have over 5 years of experience in operations management, specifically in a contact center environment. Strong leadership and change management skills are essential for success in this position.

Responsibilities

• Lead a team of operational leaders.
• Deliver contractual and commercial performance through cost and profitability management.
• Create a high-performing, highly-engaged team through effective coaching and performance management.
• Build excellent relationships both internally and externally.
• Ensure compliance to all relevant process and regulatory standards.
• Control and minimise costs.
• Drive continuous improvement to deliver excellent customer experience.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Education

Grade 12 / Matric

5 years' experience as senior operations manager

Experience in a contact center / BPO environment

Job description

A leading BPO service provider in Durban is seeking a Senior Operations Manager to lead a high-performing team. This role focuses on driving contractual performance, effective coaching, and ensuring excellent customer experiences. The ideal candidate will have over 5 years of experience in operations management, specifically in a contact center environment. Strong leadership and change management skills are essential for success in this position.