Team Leader - PE - 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.

Main purpose: 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:

•    Inspire your team through coaching to deliver service excellence; 

•    Identify opportunities to make improvements to customer experience;

•    To develop a focused and high performing team;

•    To plan and prioritize team activities to deliver key measurable without compromise to quality;

•    To drive key performance metrics for your team;

•    Responsible for maintaining and improving the performance of your team through regular 1 on 1 sessions, reviews, PDP discussions and performance improvement plans;

•    To manage team attendance in line with business requirements;

•    Manage operational and regulatory risks, escalating as appropriate;

•    Ensure information systems are operated to the required standard to maintain accurate and secure records;

•    Ensure the team understands and adheres to the company and department standards, policies and procedures;

•    Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role;

•    Ensuring daily, weekly and monthly targets are achieved.

Matric or equivalent.

Experience, skills and attributes required:

•    1 Year experience managing an inbound or outbound call centre team;

•    Experience in managing a team of approx. 12 – 15 agents;

•    Excellent computer literacy;

•    Billings experience will be advantageous;

•    Ability to effectively and professionally communicate at all levels;

•    Excellent networking and relationship building skills;

•    Performance driven and customer service orientated;

•    Proactive thinking in identifying and resolving issues;

•    Forward thinking and ability to handle challenging situations; 

•    Excellent understanding of the call centre environment and its vision;

•    Exceptional team work skills;

•    Exceptional problem solving skills;

•    Planning and prioritization skills.