Team Leader

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Role Purpose

Role is to lead and direct the telesales team to make high sales and enjoy good patronage from clients; to obtain excellent records in call quality and sales delivery. He/she directs the telesales team as they contact customers via the telephone to make sales transactions and support field sales. This role includes administrative duties and you will have to ensure that your work is always up to date. Rotating shifts will be included to accommodate a Monday – Sunday work week.

Responsibilities

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops Lead Associates, Senior Associates and Associates
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Understanding the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Facilitate direct sales by managing team members and encouraging them to make sales
• Interact closely with other team members in the course of work to ensure that everyone is carried along and updated on work progress in order to achieve maximum results
• Create good relationship with team members and motivate them to put in their best to work in order to achieve maximum results
• Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills.

 Experience Required

• Minimum 12 month sales team leader experience. (Essential)
• Previous and proven leadership / supervisory experience (Essential)

Qualifications and Accreditation: Matric or equivalent