Team Leader, Management

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Customer service Team Leader role

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

• People:
  To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
• Stakeholder Management:
  To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
• Analytical:
  To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
• Financials:
  To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Grade 12

Experience, Knowledge, Skills and Attributes

Required:

• A proven track record of delivering against client, customer and business outcomes.
• More than 2 years’ experience working in a Team management role.
• Experience in the BPO/contact center environment will be beneficial.
• Communication and written skills.
• Analytical Thinking.
• Strategic Thinking.
• Time Management.

Job-Related Knowledge, Competencies &

Skills Required:

• HR Process Knowledge.
• Report writing.
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook).