WNS

Team Leader (Call Centre)

Cape Town, NA, South Africa · On-site · Full-time

Apply on the employer’s site ↗See how well you match this job

You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.

About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerWNS
LocationCape Town, NA, 7441, South Africa
Work styleOn-site
Employment typeFull-time
Employer posted5 months ago

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

Show full description

• 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

US Night Shift

See how well you match this job Apply on the employer’s site ↗

Check your resume against this job Free, no sign-up. Nothing you paste is stored.

Staying safe while you apply

Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.

Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.

Preparing for this role with ROLIVA

Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
Prepare honestly.
Build interview stories and application drafts from your own evidence.
Keep track.
Save the role and record your own application status and follow-ups.

Create a free workspace or log in.