Educational Requirements:Grade 12 or equivalentExperience, Skills, and Attributes:A proven track record of achieving client and business objectivesOver 2 years of experience in a team management roleExperience in a BPO/contact center environment is advantageousBehavioral Traits:Excellent communication skills, both verbal and writtenStrong problem-solving abilitiesAnalytical thinkingConflict management and strategic thinkingEffective time managementKnowledge and Competencies:Understanding of HR processesStakeholder management skillsReport writing proficiencyProficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Management skills with a solid grasp of the BPO industry
About the job
We are seeking a dynamic and results-driven Customer Service Team Leader to spearhead our team of agents in Cape Town. In this pivotal role, you will cultivate a customer-centric culture and drive high performance by effectively managing people, metrics, and projects. Your leadership will play a crucial role in generating and retaining business revenue through continuous improvement initiatives.
Key Responsibilities:
People Management: Engage and support team members to achieve KPIs through coaching, performance management, and career development programs.
Stakeholder Engagement: Ensure successful project delivery by actively engaging with stakeholders impacted by programs and activities.
Analytical Insight: Utilize data interpretation and reporting skills to enhance team performance and processes, supporting a customer-centric environment.
Financial Management: Maintain productivity by ensuring adherence to schedules and efficiently managing industrial relations and payroll queries.
About WNS (Holdings) Limited
WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. With over 400 global clients, we combine operational excellence with deep domain expertise across various industries, including Banking, Healthcare, Insurance, Retail, and Telecommunications. Operating in South Africa since 2003, WNS has established itself as an industry leader in Business Process Outsourcing (BPO) and continues to expand its presence across Africa. We are committed to providing our employees with clear roles, coaching, professional development, and structured career paths.
This job posting is no longer active and is not accepting applications.
Educational Requirements:Grade 12 or equivalentExperience, Skills, and Attributes:A proven track record of achieving client and business objectivesOver 2 years of experience in a team management roleExperience in a BPO/contact center environment is advantageousBehavioral Traits:Excellent communication skills, both verbal and writtenStrong problem-solving abilitiesAnalytical thinkingConflict management and strategic thinkingEffective time managementKnowledge and Competencies:Understanding of HR processesStakeholder management skillsReport writing proficiencyProficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Management skills with a solid grasp of the BPO industry
About the job
We are seeking a dynamic and results-driven Customer Service Team Leader to spearhead our team of agents in Cape Town. In this pivotal role, you will cultivate a customer-centric culture and drive high performance by effectively managing people, metrics, and projects. Your leadership will play a crucial role in generating and retaining business revenue through continuous improvement initiatives.
Key Responsibilities:
People Management: Engage and support team members to achieve KPIs through coaching, performance management, and career development programs.
Stakeholder Engagement: Ensure successful project delivery by actively engaging with stakeholders impacted by programs and activities.
Analytical Insight: Utilize data interpretation and reporting skills to enhance team performance and processes, supporting a customer-centric environment.
Financial Management: Maintain productivity by ensuring adherence to schedules and efficiently managing industrial relations and payroll queries.
About WNS (Holdings) Limited
WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. With over 400 global clients, we combine operational excellence with deep domain expertise across various industries, including Banking, Healthcare, Insurance, Retail, and Telecommunications. Operating in South Africa since 2003, WNS has established itself as an industry leader in Business Process Outsourcing (BPO) and continues to expand its presence across Africa. We are committed to providing our employees with clear roles, coaching, professional development, and structured career paths.