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Customer Service Team Lead

1 week ago

Cape Town, Western Cape, South Africa WNS Limited Full time

We're seeking a Customer Service Team Lead to join our team at WNS Limited. As a key member of our leadership group, you will be responsible for driving performance and achieving agreed-upon Key Performance Indicators (KPIs) while fostering a positive and people-focused team environment.

About the Role

This is an exciting opportunity for a results-driven individual with sound leadership skills to take on the challenge of leading a team of Customer Service Associates in delivering exceptional customer experiences.

Main Responsibilities:

  • Drive Operational Excellence by ensuring all customer contacts and queries are managed proactively and in a timely manner according to agreed Service Level Agreement (SLA) KPIs.
  • Lead a team of Customer Service Associates to perform effectively against set targets and KPIs, promoting a culture of accountability and teamwork.
  • Review and manage each team member's performance, providing coaching and feedback to ensure they have the skills and competencies needed to meet their performance targets.
  • Identify and communicate barriers to performance and service delivery to the Deputy Manager, working collaboratively to address any issues that may impact team performance.
  • Maintain adherence to Standard Operating Procedures (SOPs) and company policies, ensuring a high level of quality and efficiency in all aspects of team operations.

Qualifications:

  • A Matric Certificate, preferably with a relevant qualification in Business Administration and/or Management.
  • A proven track record of 2 years' experience in contact centre leadership/management, preferably in an outbound and collections context.
  • Sound verbal and written communication skills in English, with excellent interpersonal skills and a customer-centric approach to resolving user queries.
  • Proficiency in Microsoft packages (Word, Excel, and Outlook), with effective problem-solving and decision-making skills.
  • Strong administrative and organisational skills, with the ability to adapt quickly to change in a fast-paced environment.