Team Leader (Call Centre)

Join WNS Global Services as a Team Leader (Call Centre) in Cape Town, NA, ZA. This is a full-time, on-site position leading customer service operations and driving team excellence in a dynamic contact centre environment.

Role Overview

As Team Leader at our Cape Town call centre, you'll oversee daily contact centre operations, manage a team of customer service professionals, and ensure service quality meets business objectives. This hands-on leadership role combines people management with process optimisation, requiring you to mentor your team while maintaining high customer satisfaction standards.

Responsibilities

• Lead, supervise, and develop a team of customer service representatives
• Monitor team performance metrics, including call handling, resolution rates, and customer satisfaction scores
• Conduct quality assurance reviews and provide coaching to improve individual and team performance
• Schedule staff and manage workforce planning to meet operational requirements
• Address escalated customer issues and ensure appropriate resolution
• Implement and enforce contact centre procedures and service-level agreements
• Contribute to process improvements and operational efficiency initiatives
• Report on team metrics and operational performance to management

Requirements

• Proven experience in a supervisory or team leadership role, ideally within a contact centre or customer service environment
• Strong interpersonal and communication skills with the ability to motivate and manage team members
• Proficiency in contact centre management systems and Microsoft Office suite
• Demonstrated ability to analyse performance data and make data-driven decisions
• Excellent organisational skills with the ability to prioritise and manage multiple responsibilities
• Customer-focused mindset and commitment to service excellence
• Grade 12 (or equivalent) qualification; tertiary qualification in business management or related field is advantageous

Why Join WNS Global Services

WNS Global Services is a trusted leader in business process management and customer interaction services, supporting businesses across industries worldwide. Working with us offers the opportunity to grow your career in a professional environment, develop your leadership capabilities, and contribute to meaningful customer experiences. Our organisation values talent development, operational excellence, and innovation in everything we do.

Apply Today

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