Team Leader - Durban - South Africa

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.

The key purpose of this role is to lead, coach, develop, motivate and retain a team of advisors while ensuring that we offer the best service to all our customers.

Key responsibilities

•    Deliver success against KPI targets and plans, through effective management of people.

•    Create a positive learning environment that empowers and develops team members

•    Be a role model who participates in achieving the wider contact centre overall objectives to allow a first class Sales environment.

•    Gathering information to analyse 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 organisational structure.

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

•    Organises 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.  

•    Conduct Performance reviews

•    Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance. 

Qualifications and experience

•    Matric qualification with English and Maths 

•    Minimum 12 months’ team leader experience

•    Minimum 12 months’ experience in a call center environment

Knowledge, skills and attributes

•    Good motivational skills to bring out the best in team members

•    Good managerial skills to lead the team successfully

•    High degree of patience and assertiveness with excellent rapport-building skills 

•    Positively contribute and lead in team activities 

•    Takes pride in work, checking own for quality i.e. Lead by example 

•    Maintains effective time management 

•    Manage the negativity of others 

•    Knowledge of disciplinary procedures 

•    Ability to prioritize deliverables and plan accordingly 

•    Embraces change whilst remaining productive and positive