Senior Operations Manager - Operations

WNS Global Services; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

A leading BPO company is seeking a Senior Operations Manager in Cape Town to lead a team and enhance customer experience. The role involves managing performance, driving continuous improvement, and ensuring compliance with standards. Candidates should have a Grade 12 qualification and a proven track record of 5 years as a senior operations manager in a contact center environment.

Responsibilities

• Lead a team of operational leaders.
• Deliver contractual and commercial performance.
• Create a high-performing and engaged team.
• Build relationships internally and externally.
• Ensure compliance to relevant process standards.
• Control and minimise costs.
• Drive continuous improvement and value creation.

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

Overview

The main purpose of this position as part of the senior management is to lead a team with a specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

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 modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
• Build excellent relationships both internally and externally at all levels
• Ensure compliance to all relevant process and regulatory standards
• Control and minimise costs
• Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes

• Leadership
• Change management
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills
• MS Office at an advanced level

Qualifications

• Grade 12 / Matric
• Proven track record of 5 years experience as senior operations manager
• Experience in a contact center / BPO environment

Employment Details

• Remote Work: No
• Employment Type: Full-time
• Vacancy: 1