Operations Director

4 days ago


Cape Town, Western Cape, South Africa WNS Analytics Full time

Company Overview:

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WNS Analytics, a global Business Process Management (BPM) leader, offers business value to 400+ clients by combining operational excellence with deep domain expertise in key industry verticals. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa.

Key Responsibilities:

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  1. Direct and improve operations to ensure customer satisfaction and chat efficiency.
  2. Meet and exceed service levels through effective planning and forecasting.
  3. Capture talent development opportunities to coach, mentor and motivate employees.
  4. Synergize with other departments to ensure success.
  5. Analyze operational practices and implement changes to enhance service operations and profitability.
  6. Collaborate with Training and Quality department to establish product knowledge and exceptional customer service.
  7. Create a culture of compliance, work ethics, and integrity within the program.
  8. Supervise and coordinate program operations and ensure employees have resources needed to perform their jobs.
  9. Establish organizational compliance and control standards to ensure staff follow ethical business practices.
  10. Build company image through effective interaction with clients and other departments.
  11. Establish and maintain operational performance metrics based on identified service level agreements.

Qualifications Required:

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  • Matric/Grade 12 qualification.
  • Tertiary qualification advantageous.

Experience, Knowledge, Skills and Attributes Required:

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  • Minimum 3 years experience as an Assistant Manager.
  • Minimum 1 year experience as a Deputy Manager.
  • Experience in the travel industry within BPO.
  • Computer literate.
  • Strong verbal and written English communication skills.

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