Team Leader

1 month ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
{"Job Title": "Team Leader", "Job Description": "Job Summary

We are seeking a highly skilled and experienced Team Leader to join our team at WNS Global Services. As a Team Leader, you will be responsible for leading a team of Agents to create a customer-centric and high-performance culture.

Key Responsibilities

  • People: Engage and support staff to achieve all KPIs through effective coaching, performance management, and career development.
  • Stakeholder Management: Ensure successful delivery of projects by engaging with stakeholders.
  • Analytical: Practice due diligence when interpreting and reporting data to improve team performance.
  • Financials: Maintain productivity by ensuring staff adhere to schedules and manage IR and payroll queries efficiently.

Qualifications

  • Grade 12/Matric
  • Tertiary qualification in management beneficial

Experience, Knowledge, Skills, and Attributes Required

  • Proven track record of delivering against client, customer, and business outcomes
  • 2 years' experience in an insurance environment
  • More than 2 years' experience in a management role
  • Experience in BPO/contact center environment beneficial

Behavioural Traits Required

  • Communication and written skills
  • Problem-solving
  • Analytical thinking
  • Conflict management
  • Strategic thinking
  • Time management

Job-Related Knowledge, Competencies, and Skills Required

  • HR process knowledge
  • Stakeholder management
  • Report writing
  • Sound working knowledge of Microsoft packages
  • Management skills
  • Good understanding of the BPO industry

Additional Information

Afternoon and night shifts - Monday to Sunday (rotational shifts)

Candidates required to have fibre or live in a fibre-enabled area.

", "lang_code": "en"}
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