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    Team Leader - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    Found in: Talent ZA C2 - 4 days ago

    WNS Global Services background
    Description
    Job Description


    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.
    Qualifications

    Matric or equivalent.
    Additional Information


    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.
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