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  • Operations Manager - Cape Town - WNS

    WNS
    WNS Cape Town

    2 weeks ago

    Default job background
    Description

    Operations Manager

    We are WNS, a global leader in Business Process Management (BPM). Our business offers value to over 400 clients worldwide by combining operational excellence with expertise in key industries. In South Africa, we have been operating since 2003 and established ourselves as the industry leader for Business Process Outsourcing (BPO), employing over 4,000 people across eight delivery centers.

    About Us:

    • Role clarity through clear expectations and goals
    • Career growth through coaching, mentoring, and development opportunities
    • A structured career path to help you advance professionally
    • A culture of outperformance, engagement, and celebration
    • An opportunity to contribute to society through our WNS Cares Foundation

    Job Responsibilities:

    Key Performance Indicators:

    • Drive operational excellence and performance improvements
    • Increase revenue and value for the business
    • Execute strategies to enhance team performance
    • Lead teams of Assistant Managers/Team Leaders to meet set targets and KPIs
    • Implement cultural change and transformation initiatives
    • Manage change through effective leadership, coaching, and support
    • Collaborate with HR, Training, and QA to support new starters
    • Establish resource and contingency arrangements
    • Maintain client relationships
    • Own and improve business processes

    Requirements:

    • Matric/Grade 12 qualification
    • Minimum 2 years' experience in an operational management role in a contact center environment
    • Utilities or UK client experience is beneficial

    Additional Information:

    • Mid-Senior level position
    • Full-time employment
    • Customer Service job function
    • Outsourcing/Offshoring industry

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