WNS Cape Town, Western Cape, South Africa Company Description Company Description 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 Description You are customer and client facing and strive to deliver excellent customer experience and deliver on sale targets. You are accountable for designing, implementing&tracking a portfolio of improvement projects for your functional area. Key Responsibilities Lead a team of operational leaders/managers 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 Work with Quality, L&D, WFM, Recruitment, HR, Facilities and IT to deliver on expectations 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: Qualifications Grade 12 or Matric Leadership Change management Effective coaching skills Commercial acumen Planning and organizational skills MS Office at an advanced level Essential Minimum 5 years' operational experience in managing a contact center at a Senior level Experience in a contact center/BPO environment Thorough knowledge of contact center technology Computer literacy (MS Office) at advanced level (Outlook, Word, Excel, PowerPoint) Qualifications Essential Matric/Grade Tertiary qualification in Contact Centre Management or similar Continuous Improvement E.g., Lean Six Sigma certification Leadership Development Additional Information Rotational Night Shift-US Hours Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function General Business Industries Outsourcing/Offshoring Referrals increase your chances of interviewing at WNS by 2x Get notified about new Senior Operations Manager jobs in Cape Town, Western Cape, South Africa . Senior Group Manager - Operations - South Africa Cape Town, Western Cape, South Africa 2 months ago Cape Town, Western Cape, South Africa 1 week ago Operations Manager - Insurance Call Centre - US Hours Cape Town, Western Cape, South Africa 2 months ago Cape Town, Western Cape, South Africa 2 months ago Cape Town, Western Cape, South Africa 3 weeks ago Cape Town, Western Cape, South Africa 1 month ago General Foreman | Site Manager - Construction Industry - R500K - R400K Cape Town, Western Cape, South Africa 1 week ago General Manager - Cape Town Marriott Hotel Crystal Towers Cape Town, Western Cape, South Africa 3 weeks ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 2 weeks ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 1 month ago Cape Town, Western Cape, South Africa 6 days ago Southern Suburbs, Western Cape, South Africa 1 day ago Cape Town, Western Cape, South Africa 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr