Team Leader - Inbound - Durban - Hippo Park, South Africa

WNS; Durban; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading business process management firm in KwaZulu-Natal, Durban seeks a Customer Service Team Leader to lead and inspire a team of Customer Service Advisors. The ideal candidate should have at least 24 months of customer service experience, with a minimum of 12 months in a leadership role. This role emphasizes achieving KPI targets and creating a positive environment for team development.

Qualifications

• Minimum 24 months customer service experience.
• At least 12 months in a leadership or supervisory position.

Responsibilities

• Lead and manage a team to achieve KPI targets.
• Create a positive learning environment for agents.
• Participate in achieving contact center objectives.
• Analyze problems and generate solutions.
• Understand business strategy and service delivery.
• Plan work schedules to meet deadlines.
• Share knowledge to promote team effectiveness.

Skills

Leadership

Customer Service

Problem Solving

Team Engagement

Education

Matric or equivalent

Job description

Overview

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.

Main purpose

To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly

Responsibilities

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gathering information to analyze problems and generate solutions in taking the initiative by going beyond job remit and identify areas for improvement with a “can do” attitude
• Understands the Business in that you are aware of the business strategy, products, service and organizational structure.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organizes and plans ahead in terms of work schedules and activities to meet deadlines and quality measures, whilst considering the needs of others so as to ensure that the overall goals and objectives are met
• Supports others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Minimum Requirements

Minimum 24 month customer service experience, 12 month of which in leadership / supervisory position.

Qualifications

Qualifications and Accreditation: Matric or equivalent