Insurance Call Centre Team Lead - 24x7 Ops

WNS; Cape Town; On-site; ZAR 240,000 - 420,000; Full time

Job summary

WNS is seeking a professional, high-performance leader to drive a team of Agents, fostering a customer-centric, high-performance culture through effective people, metrics, and project management. The objective is to generate and retain business and revenue through continuous improvement.

You will focus on KPI achievement, stakeholder engagement, data-driven insights, and efficient handling of payroll/IR queries to maintain productivity.

Qualifications

• Two+ years of experience in a management role.
• Experience in the BPO/contact center environment is beneficial.
• Strong communication and problem-solving skills.

Responsibilities

• Lead a team of agents to achieve KPI targets and drive performance.
• Engage stakeholders to ensure successful delivery of programmes and activities.
• Interpret data and report insights to improve customer-centric processes.
• Oversee payroll/IR queries and maintain productivity and schedules.

Skills

Communication

Problem Solving

Analytical Thinking

Conflict Management

Strategic Thinking

Time Management

Education

Grade 12/Matric

Tertiary qualification in management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

WNS is seeking a professional, high-performance leader to drive a team of Agents, fostering a customer-centric, high-performance culture through effective people, metrics, and project management. The objective is to generate and retain business and revenue through continuous improvement.

You will focus on KPI achievement, stakeholder engagement, data-driven insights, and efficient handling of payroll/IR queries to maintain productivity.