Senior Group Manager: Operations
3 days ago
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. 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, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job DescriptionThe Senior Group Manager of Call Center Operations oversees the strategic and day-to-day management of call center activities to ensure high performance, customer satisfaction, and operational efficiency. This role involves leading cross-functional teams, setting performance goals, implementing process improvements, managing budgets, and ensuring compliance with company policies and quality standards. The Senior Group Manager plays a key role in workforce planning, client relationship management, and driving continuous improvement to meet business objectives.
QualificationsEducation: Relevant Degree
Experience: 8+ years of experience in call center operations, with at least 3 years in a senior management or leadership role.
Leadership Skills: Proven ability to lead and motivate large teams across multiple functions and locations.
Operational Expertise: Strong knowledge of call center metrics, workforce management, quality assurance, and process optimization.
Experience in Travel and Airlines would be a benefit.
Analytical Ability: Proficient in analyzing performance data, identifying trends, and implementing strategic improvements.
Customer Focus: Track record of delivering exceptional customer service and managing client relationships effectively.
Tech Proficiency: Familiarity with CRM systems, call center platforms, and reporting tools (e.g., Salesforce, NICE, Five9, etc.).
Communication: Excellent verbal and written communication skills; ability to influence and collaborate at all levels of the organization.
Flexibility: Comfortable working in a fast-paced, dynamic environment with shifting priorities.
Additional InformationWorking Hours - Graveyard Shift
Monday to Sunday rotational shifts AM
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