Inbound Team Lead: Elevate Service & KPIs

WNS; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

WNS South Africa is seeking an experienced Customer Service Leader to inspire and manage a team of Customer Service Advisors, delivering industry-leading service while achieving KPI targets.

You will create a positive learning environment, drive coaching, and align daily operations with the business strategy to reduce attrition and improve customer outcomes.

This role requires at least 24 months in customer service with 12 months in a supervisory role, Matric or equivalent.

Qualifications

• Minimum 24 months customer service experience, 12 months 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 managing attrition and absenteeism.
• Organize and plan ahead in terms of work schedules and activities to meet deadlines and quality measures.
• Support others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Education

Matric or equivalent

Job description

WNS South Africa is seeking an experienced Customer Service Leader to inspire and manage a team of Customer Service Advisors, delivering industry-leading service while achieving KPI targets.

You will create a positive learning environment, drive coaching, and align daily operations with the business strategy to reduce attrition and improve customer outcomes.

This role requires at least 24 months in customer service with 12 months in a supervisory role, Matric or equivalent.