Travel Call Center Ops Manager - Night Shift

Wns (Holdings) Limited (Adr); Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global Business Process Management firm is seeking a Call Centre Operations Manager to oversee a high-performing team within their travel sector. The successful candidate will be responsible for achieving performance targets while fostering a positive team culture. Key requirements include a Matric certificate, management experience in customer service, proficiency in Microsoft tools, and strong communication skills. This position operates on a night shift basis, with rotational shifts required.

Qualifications

• Management experience in a multi-channel customer service environment.
• Proficiency in Microsoft packages.
• Experience in the travel industry.
• Excellent verbal and written English communication.
• Ability to manage large teams across shifts.

Responsibilities

• Lead a team of Team Leaders to achieve targets.
• Build a positive, high-performance team environment.
• Ensure high customer service standards are met.
• Manage workflow and resolve conflicts.
• Adapt to a fast-paced environment.

Skills

Leadership skills

Client liaison skills

Problem-solving skills

Communication skills

Interpersonal skills

Organisational skills

Attention to detail

Team management

Agility to adapt

Conflict resolution

Education

Matric/Grade 12 Certificate

Relevant tertiary qualification

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

GDS certification (Sabre native)

Job description

A global Business Process Management firm is seeking a Call Centre Operations Manager to oversee a high-performing team within their travel sector. The successful candidate will be responsible for achieving performance targets while fostering a positive team culture. Key requirements include a Matric certificate, management experience in customer service, proficiency in Microsoft tools, and strong communication skills. This position operates on a night shift basis, with rotational shifts required.