Senior Operations Manager - Utilities Contact Centre

WNS (Holdings) Limited is a global leader in Business Process Management (BPM), offering business value to over 400 global clients across various industries such as Banking and Financial Services, Healthcare, Retail, Telecommunications, and Utilities. WNS South Africa has been at the forefront of Business Process Outsourcing (BPO) since 2003, establishing itself as an industry leader with a growing presence in Africa. With eight delivery centers and a workforce of over 4000 employees, we are committed to delivering excellence in operational processes.

We are currently seeking a Senior Operations Manager for our Utilities Contact Centre. In this role, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring efficiency and effectiveness in handling customer inquiries related to utilities services. The ideal candidate will have deep domain expertise in the utilities industry, with a proven track record of operational excellence and leadership skills. You will work closely with a team of dedicated professionals to drive performance metrics and deliver exceptional service to our clients.

As part of the WNS team, you can expect role clarity, coaching and mentoring opportunities, professional development support, and a structured career path through our 5 people promises. Our culture emphasizes outperformance, engagement, celebration, and giving back to society through initiatives like the WNS Cares Foundation. If you are passionate about making a meaningful impact in the community while advancing your career in operations management within the utilities sector, we invite you to apply for this exciting opportunity as a Senior Operations Manager at WNS South Africa.

This position is ideal for experienced operations managers or individuals looking to take their career to the next level in the utilities industry. Join us in driving innovation and excellence in customer service within the dynamic landscape of business process outsourcing at WNS South Africa. Apply now and be part of a team that values growth, collaboration, and making a difference both internally and externally.

• Minimum of 7 years of experience in Operations Management
• Experience in Utilities Contact Centre operations
• Experience managing a team of at least 50 people
• Bachelor's degree in Business Management or related field
• Strong knowledge of Utilities industry operations
• Proven track record of improving operational efficiency

• Lead and manage day-to-day operations of the Utilities Contact Centre
• Drive operational excellence and continuous improvement initiatives
• Develop and implement strategies to optimize performance and productivity
• Monitor key performance indicators (KPIs) and ensure targets are met

• Operations Management
• Utilities industry knowledge
• Team leadership skills
• Performance optimization techniques
• Continuous improvement methodologies

Seniority Level: Senior Level

Job Functions: Operations

• Contact Centre Management
• Utilities Management

Industries : Business Process Management

• Banking and Financial Services
• Consulting and Professional Services