WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description-Customer Service Team Leader | Jobs in South Africa 2020

Role Purpose

To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business and remaining committed to treating customers fairly.

Key Responsibilities:

• Effectively manage call centre agents.
• Deliver instructive, supportive, collaborative and motivational coaching sessions that foster open communication.
• Accurately diagnose performance issues and develop effective action plans to address the root cause of issues.
• Identify business trends and opportunities, the underlying cause of issues, and provide well-developed suggestions for improvements.
• Prioritize tasks based on urgency and scope of impact.
• Ensure communication, policies and procudures are adhered to.
• Manage Call Centre daily operations and comply with the effected laws and regulations.
• Running of compaigns and supply value add reporting.
• Draft scheduled reports.
• Manage and monitor quality of records.
• Ensure Quality Control is adhered to.
• Schedule work and leave rosters.
• Handle escalation calls.
• Randomly select recorded calls to ensure standard is kept up on attitude and soft skills of Agents.
• Ensure that self-assessment on Call Centre is done monthly.

Experience Required:

• Minimum 3 years’ customer service experience as a team leader
• Proficiency in English and any other South African language(s)
• Good knowledge of technical requirements and operations of systems

Job-Related Knowledge, Competencies & Skills Required

• Credit / Criminal Clear
• Management of high performing teams
• Confidence and creditability
• Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues
• Impact and influencing skills
• Ability to prioritise deliverables and plan accordingly
• Embraces change whilst remaining productive and positive
• Manage the negativity of others
• Leadership and conflict resolution skills
• Knowledge / Experience of disciplinary procedures
• Performance management skills
• Good decision-making and Organisational skills
• Ability to coach and motivate individuals
• Excellent written and communication skills
• Willingness to be approachable and help team members
• Ability to work well under pressure
• Exceptional team work skills
• Determination to achieve high standards
• Proficiency in the following Microsoft packages (Word, Excel & Outlook)
• Exceptional administrative skills with sound planning, organizing and time management skills
• Target driven
• Identify business trends and opportunities, the underlying cause of issues, and provide well-developed suggestions for improvements.
• Prioritize tasks based on urgency and scope of impact. He/she should be able to effectively manage multiple projects.

• Grade 12 / Matric
• FAIS related NQFL 6 qualifcation
• Regulatory Examination Certificate in place

Additional Information

Other Specific Requirements-Customer Service Team Leader | Jobs in South Africa 2020

• Must be able to work the following operational hours:
• 24 hours, 7 days a week, 365 days a year between 24 hours – rotational shifts
• Public holidays and weekends