Sr Operations Manager (Call Center - Durban)
WNS Global Services
Newlands East, KZN, ZA
1d ago

Job Description

The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience.

You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities

  • Lead a team of operational team leaders
  • Deliver contractual and commercial performance through cost and profitability management
  • Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
  • Build excellent relationships both internally and externally at all levels
  • Ensure compliance to all relevant process and regulatory standards
  • Control and minimise costs
  • Drive continuous improvement and create value by delivering excellent customer experience
  • Knowledge, Skills and Attributes :

  • Leadership
  • Change management
  • Effective coaching skills
  • Commercial acumen
  • Planning and organizational skills
  • MS Office at an advanced level
  • Qualifications

  • Grade 12 / Matric
  • Proven track record of 5 years’ experience as senior operations manager
  • Experience in a contact center / BPO environment
  • Additional Information

    Working hours are UK hours, Monday to Saturday.

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