Operations Manager - Cape Town - WNS Analytics

    WNS Analytics
    WNS Analytics Cape Town

    1 week ago

    Default job background
    Description

    Operations Manager - Graveyard Shift

    About WNS Analytics:

    We are a global Business Process Management leader, combining operational excellence with deep domain expertise in key industry verticals. Our team is committed to delivering exceptional results and making a meaningful impact in the community.

    Job Responsibilities:

    1. Operational Excellence: Direct and continuously improve Operations to ensure customer satisfaction and improved chat efficiency.
    2. Service Level Agreement (SLA): Meet, if not exceed all SLAs through effective planning and forecasting.
    3. Team Leadership: Coach, mentor, and motivate employees; train subordinates to be efficient and effective leaders by being accountable for their progress.
    4. Cross-Functional Collaboration: Synergize with other departments to ensure success, including HR, Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT).
    5. Operational Analysis: Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency.
    6. Communication: Conduct regular staff meetings to discuss the account's status and progress keeping the management team abreast with the latest developments.
    7. Training and Development: Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service.
    8. Talent Acquisition and Retention: Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships.
    9. Culture and Compliance: Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees.
    10. Program Vision and Strategy: Envision the program's future and implement plans, strategies, and policies to guide and direct employees to achieve it.
    11. Operational Oversight: Supervise and coordinate the program's operations and ensure employees have the resources needed to do their jobs.
    12. Organizational Standards: Establish organizational compliance and control standards to ensure company staff follow ethical business practices.
    13. Program Image: Build the program and company image through effective and progressive interaction with clients and other departments.
    14. Performance Metrics: Establish and maintain operational performance metrics based on identified service level agreements.

    Requirements:

    • Matric/Grade 12 qualification.
    • Tertiary qualification will be advantageous.

    Experience and Skills:

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

    Behavioural Traits:

    • Client relationship management abilities.
    • Continuous improvement orientation.
    • Focus on developing others.
    • Focus on delivering excellence.
    • Performance management skills.
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