Team Leader (Call Centre)

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. 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.

Key Responsibilities/Accountabilities:

• Team Management: Responsible for grooming & managing talents (15-20 FTE).

Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.

Ensuring highly motivated staff

• Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed.

Producing tools for possible use in helping coach and develop the best Service Representatives.

• KPI: Ensuring delivery on team/client KPI’s - productivity, quality, sales, attrition, absence etc.

• Manages team meetings and participate in operations/client leadership meetings & conference calls

• Escalation Management: Responsible for investigating and responding on client escalations timely and effectively

• Governance & reporting: Process management, team management, operational governance, reporting

• Process improvement - Lead and participate in initiatives to improve KPI’s

• Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review

.• Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information.

• Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.

• Performing special projects & other duties as required.

• Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence

Knowledge/Qualifications/ Competency:

• GDS - Proficient with minimum of 3 years’ hands-on experience on Amadeus GDS (Global Distributed System) including booking, ticketing, exchanges and refunds

• Travel - Good understanding of IATA Rules; NDC, New bookings, exchanges, cancellations, Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies. • Knowledge of ARC and their reporting procedures

.• MS – Proficiency in Excel, PPT etc.

• Excellent communication skills - written and verbal

• Knowledgeable in Quality tools

• Should be flexible to 24X7 work environment

• Strong ability to multi-task while effectively communicating with the customers

• Strong time management skills

• Responds effectively under stressful situations

• With guidance, learns quickly on the job

• Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experiences

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