Night-Shift Call Center Team Lead: Inspire & Drive Excellence

WNS; Cape Town; On-site; ZAR 320,000 - 420,000; Full time

Benefits offered by this job

Night shift

Job summary

WNS, part of Capgemini, is seeking a Team Leader for a 24x7 night shift in Newlands, Cape Town. You will lead a team of Customer Service Advisors, drive KPI/SLA performance, and coach individuals to deliver world-class customer experiences.

You will foster a positive, engaging environment, recognise achievements, and collaborate with stakeholders to achieve contact centre objectives. Essential leadership experience in a BPO with Matric. Insurance exposure is a plus.

Qualifications

• Minimum 12 months leadership experience in a BPO or contact centre
• Strong coaching and people development skills
• Passion for delivering exceptional customer experiences
• Excellent communication and problem-solving abilities
• Strong analytical skills with ability to interpret performance data
• High resilience, positivity and adaptability
• Proactive mindset with a can-do attitude
• Experience in Insurance campaigns will be advantageous
• Matric is essential

Responsibilities

• Lead, motivate, and inspire a team of Customer Service Advisors to deliver world-class customer experiences.
• Drive performance against KPI's, SLA's, quality standards and business goals.
• Coach and develop team members through regular feedback and performance sessions.
• Create a positive, engaging and fun working environment where people feel valued and motivated.
• Recognise and celebrate individual and team achievements.
• Identify performance gaps and implement action plans to drive improvement.
• Analyse trends and proactively develop solutions.
• Promote accountability, teamwork and continuous learning.
• Support employee engagement initiatives to reduce absenteeism and attrition.
• Ensure schedules and workloads meet business requirements.
• Act as a role model by living company values and leading by example.
• Work closely with stakeholders to achieve contact centre objectives.

Skills

Team leadership

Coaching

People development

Communication

Problem solving

Analytical skills

Education

Matric

Job description

WNS, part of Capgemini, is seeking a Team Leader for a 24x7 night shift in Newlands, Cape Town. You will lead a team of Customer Service Advisors, drive KPI/SLA performance, and coach individuals to deliver world-class customer experiences.

You will foster a positive, engaging environment, recognise achievements, and collaborate with stakeholders to achieve contact centre objectives. Essential leadership experience in a BPO with Matric. Insurance exposure is a plus.