Senior Group Manager: Operations - Airline - Graveyard Shift, Milnerton

Senior Group Manager: Operations - Airline - Graveyard Shift Full-time

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.

Why join us? We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises. Experience a culture of outperformance, engagement and celebration, and contribute to society through the WNS Cares Foundation.

Responsibilities

Lead and motivate large teams across multiple functions and locations.

Set and monitor call center metrics, workforce management, quality assurance, and process optimization.

Implement strategic improvements based on performance data and trend analysis.

Ensure compliance with company policies and quality standards.

Manage budgets and workforce planning.

Handle client relationships and client expectations.

Drive continuous improvement initiatives to meet business objectives.

Qualifications

8+ years of experience in call center operations, with at least 3 years in a senior management or leadership role.

Experience in travel and airlines is a benefit.

Strong leadership, analytical, and communication skills.

Proficiency with CRM systems, call center platforms, and reporting tools (e.g., Salesforce, NICE, Five9).

Ability to influence and collaborate at all organizational levels and thrive in a fast‑paced, dynamic environment.

Willingness to work in graveyard shift, Monday to Sunday rotational shifts– 12 – 9 AM.

Benefits Structured career progression, coaching, mentoring, employee engagement initiatives and community impact through the WNS Cares Foundation.

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