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    Team Leader - Durban, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Durban, South Africa

    6 days ago

    WNS Global Services background
    Description
    Lead a team of Customer Service Advisors to deliver industry-leading customer service through business KPIs, increasing profitability and treating customers fairly.

    Main purpose:

    To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI's to increase the profitability of the business, remaining committed to treating customers fairly

    Responsibilities:

    • Deliver success against KPI targets and plans, through effective management of people.
    • Create a positive learning environment that empowers and develops the Customer Service Agents.
    • Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
    • Gather information to analyze problems and generate solutions, taking the initiative to identify areas for improvement with a proactive attitude.
    • Understand the business, including strategy, products, services, and organizational structure.
    • Understand the wider implications of team engagement and its link to reducing attrition and absenteeism.
    • Organize and plan work schedules and activities to meet deadlines and quality measures, considering the needs of others.
    • Support others by sharing knowledge and expertise, promoting individual performance and contributing to team goals.

    Minimum Requirements:

    • At least 24 months of customer service experience, with 12 months in a leadership or supervisory position.

    Qualifications:

    • Matric or equivalent qualification.
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