WNS Global Services
WNS Global Services is currently hiring a Team Leader for its call centre operations in Cape Town.
This opportunity is ideal for experienced contact centre professionals with leadership experience, strong travel industry knowledge, and the ability to manage high-performing teams in a fast-paced environment.
About the Role
The successful candidate will be responsible for leading and supporting a team of customer service agents while ensuring operational targets, service standards, and client KPIs are consistently achieved.
This role also involves coaching staff, handling escalations, monitoring performance, and supporting continuous process improvement initiatives.
Key Responsibilities
Team Leadership & Operations
- Supervise and manage a team of approximately 15–20 agents
- Ensure staff performance, productivity, and service quality targets are met
- Conduct coaching sessions and performance reviews
- Maintain high team motivation and operational discipline
- Assist with floor management and daily operational support
KPI & Performance Management
- Monitor productivity, quality, sales, attendance, and attrition metrics
- Lead initiatives aimed at improving operational performance
- Participate in leadership meetings, reporting, and operational reviews
- Support governance and process management activities
Escalations & Customer Support
- Handle and resolve customer and client escalations
- Ensure professional and timely communication with stakeholders
- Support agents with difficult customer interactions when required
Recruitment & Development
- Assist with interviewing and selecting new agents
- Help develop training and coaching tools for team improvement
- Step in for the Group Manager when required
Requirements
✔ Minimum 3 years’ hands-on experience using Amadeus GDS
✔ Strong understanding of travel industry processes and terminology
✔ Knowledge of:
- Ticketing
- Exchanges and refunds
- Fare calculations
- IATA rules
- NDC and travel booking systems
✔ Good Microsoft Office skills, especially Excel and PowerPoint
✔ Strong communication and leadership abilities
✔ Ability to multitask in a high-pressure environment
✔ Strong customer service and problem-solving skills
✔ Comfortable working flexible shifts in a 24/7 environment
Additional Information
- US Night Shift position
Opportunities for career growth and leadership development
Supportive team culture with ongoing coaching and mentoring
Work for a globally recognised BPO company operating across multiple industries
To apply for this job please visit www.careerjet.co.za.