Call Centre Team Leader (Assistant Manager) - Operations Night Shift

WNS; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

WNS in Cape Town, part of Capgemini, is seeking a Team Leader to manage a night-shift group of Customer Service Advisors. You will coach performance, drive KPI attainment, and create a positive, high-energy environment where colleagues feel valued.

You'll lead by example, work closely with stakeholders, and promote accountability while maintaining service excellence across core client campaigns in a dynamic BPO setting.

Qualifications

• Minimum 12 months of leadership experience in a BPO or contact centre.
• Proven coaching and people development skills.
• Strong communication and problem solving abilities.

Responsibilities

• Lead, motivate, and manage a team of Customer Service Advisors to deliver world-class experiences.
• Drive performance against KPI's, SLA's, quality standards and business goals.
• Provide regular feedback through coaching and one-on-one sessions.
• Create a positive and engaging work environment.
• Identify performance gaps and implement action plans.
• Analyse trends and develop proactive solutions.
• Support employee engagement and reduce absenteeism and attrition.
• Ensure schedules and workloads meet business requirements.

Job description

Company DescriptionWNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job DescriptionAs a Team Leader, you\'ll be the driving force behind a team of Agents, ensuring they deliver outstanding service while achieving key business objectives. You\'ll coach performance, celebrate success, solve challenges and create an environment where people can thrive.

This isn\'t just about hitting targets. It\'s about building a winning team, developing future talent, and making every shift count.

What You\'ll Be Doing:

• Lead, motivate, and inspire a team of Customer Service Advisors to deliver world-class customer experiences.
• Drive performance against key KPI\'s, SLA\'s, quality standards and business goals.
• Coach and develop team members through regular feedback, one-on-one sessions and performance support.
• Create a positive, engaging and fun working environment where people feel valued and motivated.
• Recognise and celebrate individual and team achievements.
• Identify performance gaps and implement effective action plans to drive improvement.
• Analyse trends, identify challenges and proactively develop solutions.
• Promote a culture of accountability, teamwork and continuous learning.
• Support employee engagement initiatives that help reduce absenteeism and attrition.
• Ensure schedules, workloads and team activities are effectively managed to meet business requirements.
• Act as a role model by living company values and leading by example.
• Work closely with stakeholders to achieve broader contact centre objectives.

What Success Looks Like:

• A highly engaged and motivated team.
• Consistent achievement of KPI and SLA targets.
• Strong customer satisfaction results.
• Reduced attrition and absenteeism.
• Continuous improvement in team performance and capability.
• A culture where people enjoy coming to work and performing at their best.

Why Join Us?

• Work with an award-winning customer service team.
• Lead a high-energy, supportive night shift operation.
• Grow your leadership career in a dynamic BPO environment
• Be recognised for your achievements and impact.
• Make a difference every day through coaching, mentoring and inspiring others.

Qualifications

• Previous Team Leader, Team Manager or Supervisory experience within a BPO or Contact Centre environment(Minimum 12 months leadership experience).
• Strong coaching and people development skills.
• A passion for delivering exceptional customer experiences.
• Excellent communication and problem-solving abilities.
• Strong analytical skills with the ability to interpret performance data.
• High levels of resilience, positivity, and adaptability.
• A proactive mindset with a genuine "can-do" attitude.
• Experience in Insurance campaigns will be advantageous.
• Matric is essential

Additional Information

• 24x7 rotational shifts
• Current working location is based in Newlands