Senior Group Manager - Operations

WNS Global Services

full-time senior Cape Town, NA, South Africa · More jobs in Cape Town, Western Cape, South Africa

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Job Description

• Operational Performance:

Oversee daily key performance indicators (KPIs) including service level, average handle time (AHT), first-contact resolution (FCR), customer satisfaction (CSAT), and occupancy.

• People Leadership: Lead, coach, and develop a multi-tiered team of managers, supervisors, and hundreds of frontline reservation and customer care specialists.

• Irregular Operations (IROP) Management: Coordinate customer recovery, reaccommodation strategies, and messaging during severe weather, system outages, or major network disruptions.

• Workforce Management & Budgeting: Partner with WFM (Workforce Management) and finance teams on long-term forecasting, scheduling, capacity planning, and labor cost control.