Senior Operations Leader - Night Shift, IROP & WFM

WNS Global Services; Cape Town; In loco; ZAR 1.200.000 - 1.600.000; Tempo pieno

Descrizione del lavoro

WNS Global Services, part of Capgemini, is seeking an experienced Senior Operations Leader in Cape Town to oversee KPIs such as service level, AHT, FCR, CSAT, and occupancy. You will lead a multi-tiered team of managers and frontline staff, coordinate IROP responses, and collaborate with WFM and finance on forecasting and budgeting.

The role requires Grade 12, 5-8 years in senior leadership, and comfort with US rotational night shifts, driving continuous improvement and resilient operations

Competenze

• Grade 12 education required.
• 5-8 years in senior leadership roles.
• Experience managing large front-line teams in a service/operations environment.
• Willing to work US-night shift rotational schedule.

Mansioni

• Oversee daily KPIs: service level, AHT, FCR, CSAT, and occupancy.
• Lead, coach, and develop a multi-tiered leadership team of managers and frontline staff.
• Coordinate IROP, reaccommodation strategies, and communications during outages or severe weather.
• Partner with WFM and finance on long-term forecasting, scheduling, and labor cost control.

Conoscenze

People Leadership

Strategic Leadership

Operations Management

Formazione

Grade 12

Strumenti

WFM (Workforce Management)

Descrizione del lavoro

WNS Global Services, part of Capgemini, is seeking an experienced Senior Operations Leader in Cape Town to oversee KPIs such as service level, AHT, FCR, CSAT, and occupancy. You will lead a multi-tiered team of managers and frontline staff, coordinate IROP responses, and collaborate with WFM and finance on forecasting and budgeting.

The role requires Grade 12, 5-8 years in senior leadership, and comfort with US rotational night shifts, driving continuous improvement and resilient operations