Inbound Team Leader – Durban

About the role

WNS Global Services is seeking an Inbound Team Leader for its Durban, Hippo Park contact centre. You will lead a group of Customer Service Advisors, ensuring industry‑leading service quality while meeting business KPIs.

Key responsibilities

• Drive performance against KPI targets and business plans through effective people management.
• Create a positive learning environment that empowers and develops Customer Service Advisors.
• Act as a role model, contributing to overall contact‑centre objectives and first‑class customer service.
• Analyse problems, generate solutions and identify improvement opportunities with a proactive attitude.
• Understand business strategy, products, services and organisational structure.
• Plan work schedules, manage attendance and reduce attrition and absenteeism.

Required profile

• Minimum 24 months of customer service experience, including at least 12 months in a supervisory or leadership role.
• Strong understanding of call‑centre operations and KPI‑driven performance.
• Ability to motivate teams, share knowledge and foster engagement.
• Awareness of business strategy, products and service offerings.

Required skills

What we offer

• Clear role definition, coaching and mentoring.
• Professional development and structured career path.
• Culture of outperformance, engagement and celebration.
• Opportunity to contribute to community initiatives through WNS Cares Foundation.