Senior Operations Manager

2 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Senior Group Manager

WNS Global Services is seeking a highly skilled and experienced Senior Group Manager to lead our contact center operations. As a key member of our leadership team, you will be responsible for driving business growth, improving customer satisfaction, and developing high-performing teams.

Key Responsibilities:
  • Lead a team of operational leaders/managers to achieve business objectives
  • Develop and implement strategies to improve customer experience and drive sales growth
  • Collaborate with cross-functional teams to ensure seamless delivery of services
  • Monitor and analyze performance metrics to identify areas for improvement
  • Develop and implement process improvements to increase efficiency and productivity
Requirements:
  • Minimum 5 years' experience in a contact center management role
  • Proven track record of driving business growth and improving customer satisfaction
  • Strong leadership and coaching skills
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and adapt to changing priorities
Preferred Qualifications:
  • Tertiary qualification in Contact Centre Management or similar
  • Lean Six Sigma certification
  • Experience working in a travel vertical
What We Offer:
  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
  • Rotational night shift-US hours

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