Team Leader - Collections, Utilities Contact Centre

About the role

WNS Global Services is hiring a Team Leader for its Collections team in the Utilities Contact Centre in Cape Town. The role leads a team of Senior Associates to build a customer-centred, 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.
• Manage stakeholders so that projects, programmes and activities are delivered successfully.
• Interpret and report data accurately and use 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; tertiary qualification in management or proven contact centre experience preferred.
• 2 years' experience in collections and 3 years as a team leader; preferred: more than 2 years in BPO and more than 3 years in management.
• Experience managing a team of 12-14 agents; preferred: experience managing omni-channel customer operations.
• Proven track record of delivering client, customer and business outcomes.

Required skills

• Sound working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• HR process knowledge, stakeholder management and report writing.
• Management skills and good understanding of the BPO industry.

Working hours are Monday to Friday, 8pm to 6pm UK time. WNS offers coaching, mentoring, professional development and a structured career path.