Team Leader - Inbound Customer Service

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is hiring a Team Leader for its inbound team in Century City, Cape Town. The role leads and engages a team of Customer Service Advisors, driving customer service results through business KPIs while treating customers fairly.

Key responsibilities

• Lead, inspire and engage a team of Customer Service Advisors to deliver high-quality customer service and meet business KPIs.
• Deliver success against KPI targets and plans through effective people management.
• Create a positive learning environment that empowers and develops the agents.
• Act as a role model and help achieve the wider contact center objectives.
• Analyze problems and generate solutions, taking initiative beyond the job remit to find areas for improvement.
• Understand the business strategy, products, services and organizational structure.
• Recognize how team engagement links to reducing attrition and absenteeism.
• Plan work schedules and activities ahead to meet deadlines and quality measures, while considering the needs of others.
• Share knowledge and expertise to improve individual performance and team goals.

Required profile

• Minimum 24 months of customer service experience, including 12 months in a leadership or supervisory position.
• Matric or equivalent qualification.