Team Leader

5 days ago

Cape Town, South Africa WNS Full time

Overview WNS Cape Town, Western Cape, South Africa An exciting opportunity for an Assistant Manager: Operations has just become available at WNS. We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates 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 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 Essential: Grade 12 Preferred: Tertiary qualification in management or relevant proven contact center experience Experience, Knowledge, Skills and Attributes A proven track record of delivering against client, customer and business outcomes 2 years’ experience working within collections 3 years of team leader experience Managing scale of 12-14 agents Preferred More than 2 years’ experience working within the BPO sector More than 3 years’ experience working in a management role Experience managing Omni-channel customer operations Additional Information Working Hours - Monday to Friday - 8PM to 6PM UK Time Job Details Seniority level: Entry level Employment type: Full-time Job function: Customer Service Industries: Outsourcing/Offshoring #J-18808-Ljbffr

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