Senior Group Manager: Operations - Airline - Graveyard Shift

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...