Customer Experience Team Lead — Coaching & Performance

WNS Global Services; Cape Town; On-site; ZAR 320,000 - 520,000; Full time

Job summary

WNS Global Services is seeking a capable team leader to guide and develop a customer-centric, high-performing team within a dynamic contact centre environment. You will coach, monitor performance, and deliver insights to drive sales and customer satisfaction as the product evolves.

The role emphasizes quality assurance, training delivery, and proactive risk management to ensure right-first-time outcomes and secure data integrity aligned with company standards.

Qualifications

• Experience leading teams in a contact centre environment.
• Strong interpersonal and communication skills.
• Analytical approach to problem solving and process improvement.
• Excellent organizational and time management abilities.

Responsibilities

• Guide the team to achieve objectives and support growth of the product.
• Support a customer-focused culture and drive a “right first-time” approach.
• Equip and prepare your team to deliver outstanding customer experience and drive sales performance.
• Conduct quality assurance to identify gaps and coach improvements.
• Attend management meetings and provide clear insights and information.
• Lead training sessions, 1-to-1 or group, on product evolution.
• Monitor performance and provide structured support to exceed goals.
• Engage in career coaching, mentoring, and performance development.

Skills

People management

Interpersonal skills

Analytical problem solving

Time management

Organizational skills

Initiative

Relationship building

Job description

WNS Global Services is seeking a capable team leader to guide and develop a customer-centric, high-performing team within a dynamic contact centre environment. You will coach, monitor performance, and deliver insights to drive sales and customer satisfaction as the product evolves.

The role emphasizes quality assurance, training delivery, and proactive risk management to ensure right-first-time outcomes and secure data integrity aligned with company standards.