Remote Out-of-Hours Team Leader (Twilight & Weekend)

WNS; Ipswich; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Benefits & wellbeing

Job summary

WNS is seeking an Out of Hours Team Leader – Operations to guide a 10–18 strong team across twilight and weekend shifts. The role anchors in a fast-paced motor insurance/TPA environment, delivering excellent service while meeting client expectations.

You will lead, coach and assess performance, drive engagement and ensure adherence to SLA/KPI targets. The position offers hybrid working options with strong development opportunities within a global services group.

Qualifications

• Experience leading teams in fast-paced operational environments.
• Strong ability to coach, develop talent and manage performance.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and develop a team of 10–18 colleagues across twilight and weekend shifts.
• Monitor SLA, KPIs, quality standards and customer outcomes.
• Conduct regular 1:1s, performance reviews and coaching sessions.
• Drive engagement, wellbeing and a positive team culture.
• Manage attendance, conduct and capability matters per policy.
• Ensure resources meet demand and support changes and initiatives.
• Analyse performance data and identify improvement opportunities.
• Act as escalation point for complex issues and collaborate with peers.
• Support recruitment and onboarding of new colleagues when needed.

Skills

Team Leadership

People Management

Coaching

Stakeholder Management

Decision Making

Job description

WNS is seeking an Out of Hours Team Leader – Operations to guide a 10–18 strong team across twilight and weekend shifts. The role anchors in a fast-paced motor insurance/TPA environment, delivering excellent service while meeting client expectations.

You will lead, coach and assess performance, drive engagement and ensure adherence to SLA/KPI targets. The position offers hybrid working options with strong development opportunities within a global services group.