Lead Associate - Operations

WNS Global Services; Centurion; On-site; ZAR 180,000 - 300,000; Full time

Job summary

WNS Global Services is seeking a customer-focused professional to lead a call centre team and manage a high-volume case load. You will champion Customer First and Modern Luxury principles, escalating and resolving issues to deliver outstanding service.

You will document interactions, collaborate with retailers and internal teams, and drive continuous improvement through sharing best practices and data-driven insights. Strong leadership and communication are essential.

Qualifications

• Matric is essential.
• 2 Years Call Centre or 1 year leadership experience.

Responsibilities

• Demonstrate and champion Customer First and Modern Luxury principles, leading by example and driving their adoption across the team.
• Report directly to the Client Management & CRC Team Leader.
• Act as a Subject Matter Expert in case management, delivering effective, sustainable solutions while consistently providing an exceptional customer experience.
• Drive innovative approaches to customer concern resolution and proactively share best practices, successful outcomes and improvement ideas with colleagues and management.
• Proactively manage an active caseload, ensuring customer impact is minimized and cases are progressed efficiently to resolution.
• Apply the appropriate escalation processes in a timely manner and ensure all escalation procedures are consistently adhered to.
• Accurately document all customer interactions within CRC case management systems, maintaining high-quality data that supports business intelligence and customer insights.
• Serve as a role model by consistently demonstrating company values and Customer First behaviours.
• Partner with the retailer network to achieve timely and effective resolutions that enhance customer loyalty, retention and satisfaction.
• Maintain accurate, comprehensive and up-to-date case records throughout the customer journey.

Skills

Customer service

Leadership

Case management

Education

Matric (Grade 12)

Tools

CRM systems

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Demonstrate and champion Customer First and Modern Luxury principles, leading by example and driving their adoption across the team.
• Report directly to the Client Management & CRC Team Leader.
• Act as a Subject Matter Expert in case management, delivering effective, sustainable solutions while consistently providing an exceptional customer experience.
• Drive innovative approaches to customer concern resolution and proactively share best practices, successful outcomesand improvement ideas with colleagues and management.
• Proactively manage an active caseload, ensuring customer impact is minimized and cases are progressed efficiently to resolution.
• Apply the appropriate escalation processes in a timely manner and ensure all escalation procedures are consistently adhered to.
• Accurately document all customer interactions within CRC case management systems, maintaining high-quality data that supports business intelligence and customer insights.
• Serve as a role model by consistently demonstrating company values and Customer First behaviours.
• Partner with the retailer network to achieve timely and effective resolutions that enhance customer loyalty, retention and satisfaction.
• Ensure retailers comply with all relevant policies, processes and procedures when managing technical and quality-related concerns.
• Deliver consistently high levels of customer satisfaction and effective concern resolution, contributing positively to CSI performance.
• Collaborate with internal stakeholders and departments to facilitate efficient case resolution.
• Navigate multiple systems, toolsand resources to gather information, conduct investigationsand identify appropriate solutions.
• Manage all customer interactions in accordance with company policies, departmental procedures and service standards.
• Engage directly with customers to understand concerns, manage expectationsand develop mutually beneficial resolution strategies.
• Maintain the accuracy and integrity of data used for reporting, analyticsand workload management.
• Conduct follow-up contact with customers following case resolution to confirm satisfaction and encourage CSI survey participation.
• Respond to dealer survey escalations received from the Outbound team, engaging customers to understand and address their concerns.
• Verify, validateand accurately capture all customer and case-related information.
• Maintain accurate, comprehensiveand up-to-date case records throughout the customer journey.
• Undertake additional ad hoc duties and responsibilities as required to support operational and business objectives.

Qualifications

• Matric is essential
• 2 Years Call Centre or 1 year leadership experience