Team Leader - South Africa (Afternoon & Night Shift) at WNS Global Services SA

Job Description

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Key Responsibilities Areas:

People

• To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.

Stakeholder Management

• To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.

Analytical

• To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

Financials

• To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Qualifications

• Grade 12/Matric
• Tertiary qualification in management will be beneficial

Experience, Knowledge, Skills and Attributes Required:

• A proven track record of delivering against client, customer and business outcomes
• 2 years’ experience working within an insurance environment
• More than 2 years’ experience working in a management role
• Experience in the BPO/contact center environment will be beneficial

Behavioural Traits Required

• Communication and written skills
• Problem solving
• Analytical Thinking
• Conflict Management
• Strategic Thinking
• Time Management

Job-Related Knowledge, Competencies & Skills Required

• HR Process Knowledge
• Stakeholder Management
• Report writing
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
• Management skills
• Good understanding of the BPO industry

Additional Information

• Afternoon and night shifts – Monday to Sunday (rotational shifts)
• Candidates are required to have fibre or live in a fibre enabled area.