Team Leader - Call Centre, Durban

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is hiring a Team Leader in Durban. The role leads, coaches, develops, motivates and retains a team of advisors while making sure every customer receives the best possible service.

Key responsibilities

• Deliver results against KPI targets and plans through effective people management.
• Create a positive learning environment that develops team members.
• Act as a role model and help achieve the wider contact centre objectives.
• Analyse problems, take initiative beyond your remit and identify areas for improvement.
• Plan work schedules and activities ahead to meet deadlines and quality standards.
• Share knowledge and expertise to support colleagues.
• Conduct performance reviews and coach direct reports to raise KPI attainment, customer satisfaction and compliance.
• Understand the business strategy, products and services, and link team engagement to lower attrition and absenteeism.

Required profile

• Matric qualification with English and Maths.
• At least 12 months of team leader experience.
• At least 12 months of experience in a call centre environment.

Required skills

• Good motivational and managerial skills.
• Patience, assertiveness and rapport-building.
• Time management, prioritisation and planning.
• Knowledge of disciplinary procedures.