Team Leader

Wns; Durban; On-site; ZAR 200,000 - 400,000; Full time

Job summary

Join a forward-thinking company that leads in Business Process Management, offering a dynamic environment where your leadership can shine. In this role, you will engage and support staff to adapt to a vibrant campaign culture, ensuring all key performance indicators are met through effective coaching and performance management. With a focus on stakeholder engagement, you'll play a crucial part in delivering successful projects and enhancing team performance through data-driven insights. This is an exciting opportunity to contribute to a company that values professional development and community impact, making a real difference in the lives of others.

Qualifications

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

Responsibilities

• Engage and support staff to achieve KPIs through effective coaching.
• Ensure successful project delivery by engaging stakeholders.

Skills

Team Management

Performance Management

Coaching

Analytical Skills

Education

Matric / Grade 12 qualification

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to 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 [year] 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 over [number] people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, 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 KPIs (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 data, as well as to improve team performance and processes through insights which support 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.