Inbound Team Leader – Durban (Hippo Park)

About the role

WNS Global Services is seeking an Inbound Team Leader to manage a group of Customer Service Advisors at its Hippo Park centre in Durban. You will be responsible for driving high‑quality customer interactions, meeting key performance indicators and fostering a culture of continuous improvement.

Key responsibilities

• Achieve and exceed KPI targets through effective people management.
• Create a positive learning environment that empowers and develops agents.
• Act as a role model, supporting wider contact‑center objectives and first‑class service delivery.
• Analyse issues, generate solutions and identify process improvements.
• Understand business strategy, products and services to align team actions.
• Reduce attrition and absenteeism by promoting engagement.
• Plan work schedules and activities to meet deadlines and quality standards.
• Share knowledge and expertise to enhance individual and team performance.

Required profile

• Minimum 24 months of customer service experience.
• At least 12 months in a supervisory or leadership role.

Required skills

What we offer

• Clear career path with coaching, mentoring and professional development.
• Engaged culture focused on performance, celebration and community impact.