Operations Manager - Cape Town - WNS

WNS Cape Town

3 days ago

Description

Operations Manager - Graveyard Shift

We are seeking an experienced Operations Manager to lead our graveyard shift team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our customer service team.

Key Responsibilities:

Drive Customer Satisfaction: Direct and continuously improve operations to ensure exceptional customer satisfaction and chat efficiency.
Meet Service Levels: Develop and implement effective planning and forecasting strategies to meet or exceed all service levels.
Leadership Development: Coach, mentor, and motivate employees to become efficient and effective leaders, while holding them accountable for their progress.
Cross-Functional Collaboration: Synergize with HR, Training and Quality Assurance, Workforce Management, Finance, and IT teams to drive success.
Process Improvement: Analyze operational practices and implement changes to enhance service operations and profitability.

Requirements:

Matric/Grade 12 qualification
Tertiary qualification advantageous

Experience and Skills:

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

Schedule:

Graveyard shift: 12PM to 9AM SA Time

Seniority Level:

Mid-Senior level

Employment Type:

Full-time

Job Function:

Customer Service

Industry:

Outsourcing/Offshoring

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