Team Lead, Customer Experience & Performance

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

Job summary

WNS Global Services Inc. in Cape Town seeks a professional, high-performance team lead to manage a team of Agents and drive a customer-centric, high-performance culture through effective people management, metrics and projects, with the objective of generating and retaining business and revenue.

The role requires a proven track record in insurance, 2+ years in a management role, and experience in BPO/contact centre environments. Afternoon/night shifts Monday to Sunday on a rotational basis.

Qualifications

• Proven track record delivering client, customer and business outcomes.
• 2+ years’ experience in an insurance environment.
• 2+ years’ experience in a management role.
• Experience in a BPO/contact centre environment is beneficial.

Responsibilities

• Lead and support staff to meet KPI targets through coaching and development.
• Engage with stakeholders to ensure successful delivery of programmes or projects.
• Interpret and report data to improve team performance and drive a customer-centric culture.
• Manage scheduling, IR and payroll queries to maintain productivity.

Skills

Leadership

Customer-focused

Problem solving

Communication

Stakeholder management

Education

Grade 12/Matric

Management qualification (beneficial)

Tools

Microsoft Office

Job description

WNS Global Services Inc. in Cape Town seeks a professional, high-performance team lead to manage a team of Agents and drive a customer-centric, high-performance culture through effective people management, metrics and projects, with the objective of generating and retaining business and revenue.

The role requires a proven track record in insurance, 2+ years in a management role, and experience in BPO/contact centre environments. Afternoon/night shifts Monday to Sunday on a rotational basis.