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

Wns (Holdings) Limited (Adr); Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading Business Process Management company located in Durban is looking for a Team Leader for Inbound services. The ideal candidate will have significant customer service experience and leadership skills to inspire and engage a team of Customer Service Advisors to achieve business KPIs. Responsibilities include managing performance, creating a positive environment, and developing team members. This role offers a full-time position with a commitment to employee development and engagement.

Qualifications

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

Responsibilities

• Lead and inspire a team of Customer Service Advisors.
• Manage people to deliver success against KPI targets.
• Create a positive learning environment for agents.
• Identify areas for improvement in service delivery.

Skills

Customer service expertise

Leadership and coaching

Problem-solving

Team engagement

Education

Matric or equivalent

Job description

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

Full-time

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,+ 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 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 + people.

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.

Gather 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.

Understand the Business in that you are aware of the business strategy, products, service and organizational structure.

Understand the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.

Organize and plan 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.

Support others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Minimum Requirements

Minimum 24 months customer service experience, with at least 12 months in a leadership or supervisory position.

Qualifications and Accreditation : Matric or equivalent.