Call Centre Team Leader: Coach, KPI Champion & Growth

WNS (Holdings) Limited (ADR); Cape Town; On-site; ZAR 334,800 - 446,400; Full time

Job summary

WNS (Holdings) Limited (ADR) in Cape Town is seeking an experienced Team Manager to oversee a team of 15-20 FTE. The role involves team grooming, ensuring policy adherence, and driving performance metrics.

Candidates must have at least 3 years of experience with Amadeus GDS and a strong understanding of IATA rules. This position offers opportunities for professional growth and requires flexibility for a 24X7 work environment.

Qualifications

• Minimum of 3 years’ experience with Amadeus GDS including booking and ticketing.
• Good understanding of IATA Rules and Travel Terminologies.
• Flexible to work in a 24X7 environment.

Responsibilities

• Manage and groom a team of 15-20 FTE.
• Ensure adherence to company policies and employee motivation.
• Lead team meetings and participate in leadership discussions.
• Monitor KPI delivery and engage in process improvements.
• Investigate and respond to client escalations effectively.

Skills

Amadeus GDS proficiency

Understanding of IATA Rules

Proficiency in Excel and PPT

Excellent written and verbal communication skills

Knowledge in Quality tools

Ability to multi-task

Professional customer service skills

Job description

WNS (Holdings) Limited (ADR) in Cape Town is seeking an experienced Team Manager to oversee a team of 15-20 FTE. The role involves team grooming, ensuring policy adherence, and driving performance metrics.

Candidates must have at least 3 years of experience with Amadeus GDS and a strong understanding of IATA rules. This position offers opportunities for professional growth and requires flexibility for a 24X7 work environment.