Team Leader - Insurance Call Centre (US Hours)

WNS; Cape Town; On-site; ZAR 240,000 - 420,000; Full time

Job summary

WNS is seeking a professional, high-performance leader to drive a team of Agents, fostering a customer-centric, high-performance culture through effective people, metrics, and project management. The objective is to generate and retain business and revenue through continuous improvement.

You will focus on KPI achievement, stakeholder engagement, data-driven insights, and efficient handling of payroll/IR queries to maintain productivity.

Qualifications

• Two+ years of experience in a management role.
• Experience in the BPO/contact center environment is beneficial.
• Strong communication and problem-solving skills.

Responsibilities

• Lead a team of agents to achieve KPI targets and drive performance.
• Engage stakeholders to ensure successful delivery of programmes and activities.
• Interpret data and report insights to improve customer-centric processes.
• Oversee payroll/IR queries and maintain productivity and schedules.

Skills

Communication

Problem Solving

Analytical Thinking

Conflict Management

Strategic Thinking

Time Management

Education

Grade 12/Matric

Tertiary qualification in management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Company Description

WNS (Holdings) Limited (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. 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

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Key Responsibilities

People

• To engage and support staff to achieve all KPI’s, 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 organisation 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 payroll queries efficiently.

Qualifications

• Grade 12/Matric.
• Tertiary qualification in management will be beneficial.

Experience, Knowledge, Skills and Attributes Required

• A proven track record of delivering against client, customer and business outcomes.
• More than 2 years’ experience working in a management role.
• Experience in the BPO/contact center environment will be beneficial.

Behavioural Traits Required

• Communication and written skills.
• Problem solving.
• Analytical Thinking.
• Conflict Management.
• Strategic Thinking.
• Time Management.

Job-Related Knowledge, Competencies & Skills Required

• 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.

Additional Information

24x7 Operation with majority of shifts between 2PM and 2AM.