Team Leader
2 months ago
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
- To engage and support staff to achieve all KPIs through effective coaching, performance management, and to develop career progression through internal development programs.
- Stakeholder Management
- To ensure successful delivery of any project, program, or activity by engaging with an individual, group, or organization that will be affected by a program.
- Analytical
- To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights that support 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
- 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
- 2 years' experience working within an insurance environment
- 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
- Afternoon and night shifts - Monday to Sunday (rotational shifts)
- Candidates are required to have fibre or live in a fibre-enabled area.
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