Team Leader

Company Description**
WNS (Holdings) Limited (NYSE: WNS)**, is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.

We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

**Job Description**:
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Qualifications**
Essential**
- Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths
- Minimum 3 years contact centre experience in the travel environment
- GDS experience specifically Saber Native

Additional Information**
1. **Experience Required**
**Essential**:

- Minimum 36 month customer service experience, within a leadership / supervisory position.
- In depth knowledge or understanding of contact centre technology and methodologies
- Neutral accent essential with excellent verbal and written English communication skills
- Confidence and creditability with the ability to articulate in a clear and concise manner
- Computer literacy in order to operate customer related information systems
- Working knowledge and GDS certification (Sabre native)
- Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing
**2. **Behavioral Traits Required**
- High degree of patience and assertiveness with excellent rapport-building skills
- Positively contribute and lead in team activities
- Takes pride in work, checking own for quality ie. Lead by example
- Maintains effective time management
- Have a positive attitude and the ability to influence and motivate others
- Effective emotional intelligence (EQ)
- Team player
- Flexible
- Fast learner
- Self-Motivated
**3. **Job-Related Knowledge, Competencies & Skills Required**

**Essential**
- Credit / Criminal Clear
- Management of high performing teams
- Confidence and creditability
- Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues
- Impact and influencing skills
- Ability to prioritise deliverables and plan accordingly
- Embraces change whilst remaining productive and positive
- Manage the negativity of others
- Leadership and conflict resolution skills
- Knowledge / Experience of disciplinary procedures
- Performance management skills
- Good decision-making and Organisational skills
- Ability to coach and motivate individuals
- Excellent written and communication skills
- Willingness to be approachable and help team members
- Ability to work well under pressure
- Exceptional team work skills
- Determination to achieve high standards
- Proficiency in the following Microsoft packages (Word, Excel & Outlook)
- Exceptional administrative skills with sound planning, organizing and time management skills
- Target driven
- Saber Native
- Industry regularity understanding
**4. Other Specific Requirements**

Must be able to work the following operational hours:

- 7 days a week, 365 days a year working rotational shifts - 45 hour weeks
- Public holidays and weekends