Customer Experience Team Lead

1 month ago


Cape Town, Western Cape, South Africa WNS Global Services Full time

At WNS Global Services, we are seeking a highly skilled and experienced Customer Experience Team Lead to join our team. This is an exciting opportunity for a talented individual to lead a team of Senior Associates in creating a customer-centric culture.

The estimated salary for this role is $60,000 - $80,000 per annum, depending on experience.

Job Description:

We are looking for a professional who can effectively manage people, metrics, and projects to achieve business and revenue goals. The successful candidate will have a proven track record of delivering against client, customer, and business outcomes.

Responsibilities:

  • To engage and support staff to achieve all KPIs through effective coaching and performance management
  • To ensure successful delivery of any project, programme or activity by engaging with stakeholders
  • To practice due diligence when interpreting and reporting data, and to improve team performance and processes
  • To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently

Qualifications:

The ideal candidate will have:

  • A Grade 12 qualification
  • A tertiary qualification in management or relevant proven contact center experience
  • A proven track record of delivering against client, customer, and business outcomes
  • 2 years' experience working within a contact center
  • WiNS rating and on the 'L' for one year
  • Experience managing a team of 12-14
  • POE required or relevant proof of previous experience
  • More than 2 years' experience working within the BPO sector
  • More than 2 years' experience working in a management role
  • Experience managing Omni-channel customer operations

Additional Information:

This role requires strong leadership and problem-solving skills, as well as excellent communication and written skills. The successful candidate will be expected to work closely with the team to deliver results-driven solutions and improve team performance.

About Us:

WNS Global Services is a leading provider of business process management services. We offer a dynamic and challenging work environment that fosters growth and development.



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