Overview Senior Group Manager: Operations - Airline - Graveyard Shift WNS Cape Town, Western Cape, South Africa Job Description The Senior Group Manager of Call Center Operations oversees the strategic and day-to-day management of call center activities to ensure high performance, customer satisfaction, and operational efficiency. This role involves leading cross-functional teams, setting performance goals, implementing process improvements, managing budgets, and ensuring compliance with company policies and quality standards. The Senior Group Manager plays a key role in workforce planning, client relationship management, and driving continuous improvement to meet business objectives. Qualifications Education: Relevant Degree Experience: 8+ years of experience in call center operations, with at least 3 years in a senior management or leadership role. Leadership Skills: Proven ability to lead and motivate large teams across multiple functions and locations. Operational Expertise: Strong knowledge of call center metrics, workforce management, quality assurance, and process optimization. Experience in Travel and Airlines would be a benefit. Analytical Ability: Proficient in analyzing performance data, identifying trends, and implementing strategic improvements. Customer Focus: Track record of delivering exceptional customer service and managing client relationships effectively. Tech Proficiency: Familiarity with CRM systems, call center platforms, and reporting tools (e.g., Salesforce, NICE, Five9, etc.). Communication: Excellent verbal and written communication skills; ability to influence and collaborate at all levels of the organization. Flexibility: Comfortable working in a fast-paced, dynamic environment with shifting priorities. Responsibilities The Senior Group Manager of Call Center Operations oversees the strategic and day-to-day management of call center activities to ensure high performance, customer satisfaction, and operational efficiency. This role involves leading cross-functional teams, setting performance goals, implementing process improvements, managing budgets, and ensuring compliance with company policies and quality standards. The Senior Group Manager plays a key role in workforce planning, client relationship management, and driving continuous improvement to meet business objectives. Additional Information Working Hours - Graveyard Shift Monday to Sunday rotational shifts - 12 - 9AM #J-18808-Ljbffr