Senior Team Manager

1 month ago


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

Job Description:

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 progression.
  • Stakeholder Management: Ensure successful delivery of projects, programs, or activities by engaging with stakeholders.
  • Analytical: Practice due diligence when interpreting and reporting data, and improve team performance and processes.
  • Financials: Maintain productivity by ensuring staff adhere to schedules and manage 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
  • 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, and 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:

24x7 Operation with majority of shifts between 2PM and 2AM


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