Strategic Operations Director

4 weeks ago


Newlands East, KwaZulu-Natal, South Africa WNS Global Services Full time

Job Description:

The primary objective of this role is to drive operational performance and excellence within the organization.

Main Responsibilities:

  • Develop and execute strategic plans to drive business growth and improvement.
  • Lead and manage change initiatives to enhance operational efficiency and effectiveness.
  • Collaborate with cross-functional teams to achieve business objectives and key performance indicators (KPIs).
  • Provide coaching and development opportunities to direct reports to enhance their skills and performance.
  • Manage budgets and resources to ensure optimal utilization and efficiency.

Requirements:

  • Matric qualification with English and Maths.
  • Relevant tertiary qualification advantageous.
  • At least five years' call centre experience with minimum three years in management capacity.
  • Proven commercial acumen and strategic decision-making ability.
  • Proven experience delivering enhanced performance, using motivational techniques and by developing people.

Key Skills and Attributes:

  • Thorough understanding of what delivers great customer service.
  • Thorough knowledge and understanding of all business and service centre key performance indicators.
  • Strong commercial acumen and effective decision making that will deliver business goals.
  • Creative with the ability to initiate incentives and campaigns to drive engagement and profitability.

About Us:

WNS Global Services is a leading business process management company that enables enterprises to improve operational efficiency and customer experience. We provide end-to-end business process management and outsourcing solutions to help our clients achieve their goals and objectives.



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