Team Lead, Customer Success & Performance Excellence

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

Job summary

WNS Global Services South Africa is seeking a capable team leader to drive performance, coach a Senior Associates group, and ensure customer-centric service delivery across channels. You will manage staff KPIs, coordinate projects, and optimize processes while addressing payroll and IR concerns.

The role requires a track record in contact center leadership, strong MS Office skills, and experience delivering client outcomes in a BPO environment.

Qualifications

• Essential: Grade 12
• Preferred: Tertiary qualification in management or relevant proven contact center experience
• A proven track record of delivering against client, customer and business outcomes
• 2 years’ experience working within a contact center
• WiNS rating and on the ‘L’ for one year
• Managing scale of 12-14, either as part of development opportunity or a previous role
• POE required or relevant proof or previous experience
• More than 2 years’ experience working within the BPO sector
• More than 2 years’ experience working in a management role
• Experience managing Omni-channel customer operations
• HR Process Knowledge
• Stakeholder Management
• Report writing
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
• Management skills
• Good understanding of the BPO industry
• Communication and written skills
• Problem solving
• Analytical Thinking
• Conflict Management
• Strategic Thinking
• Time Management

Responsibilities

• To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs.
• To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organization that will be affected by a programme.
• To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
• To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently

Skills

Stakeholder management

Report writing

Analytical thinking

Problem solving

Communication & written skills

Time management

Conflict management

Strategic thinking

Leadership & coaching

MS Office proficiency

Education

Grade 12

Tertiary qualification in management

Tools

Microsoft Office (Word, Excel, PowerPoint & Outlook)

Job description

WNS Global Services South Africa is seeking a capable team leader to drive performance, coach a Senior Associates group, and ensure customer-centric service delivery across channels. You will manage staff KPIs, coordinate projects, and optimize processes while addressing payroll and IR concerns.

The role requires a track record in contact center leadership, strong MS Office skills, and experience delivering client outcomes in a BPO environment.