Team Leader - Night Shift

WNS; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

WNS Global Services Inc. in Cape Town seeks a professional, high-performance team lead to manage a team of Agents and drive a customer-centric, high-performance culture through effective people management, metrics and projects, with the objective of generating and retaining business and revenue.

The role requires a proven track record in insurance, 2+ years in a management role, and experience in BPO/contact centre environments. Afternoon/night shifts Monday to Sunday on a rotational basis.

Qualifications

• Proven track record delivering client, customer and business outcomes.
• 2+ years’ experience in an insurance environment.
• 2+ years’ experience in a management role.
• Experience in a BPO/contact centre environment is beneficial.

Responsibilities

• Lead and support staff to meet KPI targets through coaching and development.
• Engage with stakeholders to ensure successful delivery of programmes or projects.
• Interpret and report data to improve team performance and drive a customer-centric culture.
• Manage scheduling, IR and payroll queries to maintain productivity.

Skills

Leadership

Customer-focused

Problem solving

Communication

Stakeholder management

Education

Grade 12/Matric

Management qualification (beneficial)

Tools

Microsoft Office

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

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 retaining business and revenue, through continuous improvement.

Key Responsibilities Areas

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.

Experience, Knowledge, Skills and Attributes Required

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

Behavioural Traits Required

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

Qualifications

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

Additional Information

• 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

Afternoon and night shifts – Monday to Sunday (rotational shifts)