Customer Service Team Lead: Inspire, Own KPIs & Growth

WNS; Cape Town; On-site; ZAR 260,000 - 360,000; Full time

Job summary

WNS South Africa is seeking a Service Team Lead to guide a team of Customer Service Advisors, delivering industry-leading service while meeting KPI targets and profitability goals. You will mentor agents, organize schedules, and work to reduce attrition and improve quality in a fast-paced contact center environment.

The role requires 24 months in customer service with at least 12 months in a supervisory capacity, Matric or equivalent, and a proven ability to motivate teams to achieve high

Qualifications

• Minimum 24 month customer service experience, 12 month of which in leadership / supervisory position.

Responsibilities

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gather information to analyze problems and generate solutions in taking the initiative by going beyond job remit and identifying areas for improvement with a “can do” attitude.
• Understand the business by being aware of the business strategy, products, services and organizational structure.
• Understand the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organize and plan ahead in terms of work schedules and activities to meet deadlines and quality measures, whilst considering the needs of others so as to ensure that the overall goals and objectives are met.
• Support others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Skills

Leadership

Customer service

People management

Coaching

Education

Matric or equivalent

Job description

WNS South Africa is seeking a Service Team Lead to guide a team of Customer Service Advisors, delivering industry-leading service while meeting KPI targets and profitability goals. You will mentor agents, organize schedules, and work to reduce attrition and improve quality in a fast-paced contact center environment.

The role requires 24 months in customer service with at least 12 months in a supervisory capacity, Matric or equivalent, and a proven ability to motivate teams to achieve high