Team Leader - Insurance Call Centre (US Hours)

About the role

WNS South Africa is looking for a professional, high-performance Team Leader to lead a team of agents in its insurance call centre covering US hours. The role creates a customer-centric, high-performance culture through effective management of people, metrics and projects, with the aim of generating and retaining business and revenue through continuous improvement.

Key responsibilities

• Engage and support staff to meet all KPIs through coaching and performance management, and develop their careers through internal development programmes.
• Ensure successful delivery of projects, programmes or activities by engaging with individuals, groups or organisations affected by them.
• Interpret and report data with due diligence, using insights to improve team performance and processes.
• Maintain productivity by ensuring staff follow schedules and handling IR and payroll queries efficiently.

Required profile

• Grade 12/Matric; a tertiary qualification in management is beneficial.
• More than 2 years' experience in a management role.
• A proven track record of delivering client, customer and business outcomes.
• Experience in a BPO or contact centre environment is beneficial.

Required skills

• Communication and written skills, problem solving, analytical thinking, conflict management, strategic thinking and time management.
• HR process knowledge, stakeholder management and report writing.
• Sound working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• Good understanding of the BPO industry.

The operation runs 24x7, with the majority of shifts between 2pm and 2am.