TEAM LEADER

WNS; Durban; On-site; ZAR 360,000 - 480,000; Full time

Job summary

WNS South Africa in Durban is seeking a hands-on team leader to drive performance within our Durban client delivery centers. You will coach and develop staff to achieve KPI targets and align with client expectations.

The role focuses on managing a team in a BPO/call center, coordinating with stakeholders, and ensuring efficient operations to deliver value and service excellence.

Qualifications

• Proven track record of delivering against client, customer and business outcomes.
• 2 years' experience in managing a team in the BPO/call center environment.

Responsibilities

• Engage and support staff to adjust to the culture of the campaign and achieve KPI targets through coaching and development.
• Ensure successful delivery of projects and activities by engaging with stakeholders who are affected.
• Interpret and report data to improve team performance and support a customer-centric environment.
• Maintain productivity by ensuring schedules are followed and addressing IR and queries efficiently.

Skills

Team management

Coaching

Data reporting

Education

Matric/Grade 12

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa

has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

People

• To engage and support staff to adjust to the culture of the campaign and to achieve all KPI's (e.g NPS, Leads, Smarts, etc.), through effective coaching, performance management, and to develop career progression through internal development programmes.

Stakeholder Management

• 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.

Analytical

• 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.

Financials

• To maintain productivity by ensuring all staff adhere to schedules while managing IR and queries efficiently.

Qualifications

• Matric/Grade 12 qualification;

Additional Information

Experience, Knowledge, Skills and Attributes Required:

• A proven track record of delivering against client, customer and business outcomes;
• 2 years' experience in managing a team in the BPO/call center environment