Copy of Customer Service / Sales Team leader -Operations Cape Town
WNS South Africa
Cape Town, Western Cape, South Africa
4d ago
Job Description

Role Purpose

To lead, inspire and engage a team that will working within the customer service department that will responsible to support our customers, develop the Customer Loyalty and enhance their experience via our omni multi-channels, including inbound & outbound calls and electronic communications.

It is your goal to coach and support your team to maximize the customer relationship, gain sales value and share of wallet from every customer by actively seeking out sales opportunities.

It will be your responsibility to drive the team in delivering industry leading customer service through business KPI’s to increase the profitability of the business and remaining committed to treating customers fairly.

Experience Required:


  • Minimum 36 month customer service/sales experience, 24 month of which in leadership / supervisory position.
  • In depth knowledge or understanding of contact centre technology and methodologies
  • Neutral accent essential with excellent verbal and written English communication skills
  • Confidence and creditability with the ability to articulate in a clear and concise manner
  • Computer literacy in order to operate customer related information 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




Qualifications Required:


  • Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths

  • Minimum 2 years contact centre experience in a sales environment  

  • Minimum 2 years training experience - preferabably in a sales environment



Additional Information

Behavioural Traits Required:

  • High degree of patience and assertiveness with excellent rapport-building skills

  • Positively contribute and lead in team activities

  • Takes pride in work, checking own for quality ie. Lead by example

  • Maintains effective time management

  • Have a positive attitude and the ability to influence and motivate others

  • Effective emotional intelligence (EQ)

  • Team player

  • Flexible

  • Self-Motivated

Other Specific Requirements:

  • Must be able to work the following operational hours:
  • 5 days a week, between the hours of 8am – 8pm, rotational shifts

  • Public holidays and weekends

  • A good understanding of sale techniques
  • Knowledge or understanding of contact centre technology and methodologies
  • Understand good housekeeping for data protection and information security requirements
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