Job Description

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.

To lead a team of Sales and Retentions associates in a customer centric and high-performance culture through effective management of people, metrics and projects, with the objective of generating revenue and the retention of business, through continuous improvement.

Ensure best use of systems and technology to deliver effectively and efficiently. Growth and development of team.

Responsible for managing a team in the Campaign, managing customer sales end to end, from the initiation of a the sale, through the validation process, to the management of any subsequent queries during sale point.

Inbound and outbound activities through the journey mentioned above.

The roles and responsibilities are defined but not limited to the following:

• Customer retention/Personalized selling

• Proactively manage accounts and behaviours and action accordingly• Account enquiries

• Administration and changes

• Individualized support

• Resolution efficiency support

• Achieving set strategic targets

• Coaching and development of the team

• Achieving set strategic targets

Qualifications

• Minimum 12 months’ contact centre experience as a Team Leader in an operations environment
• Computer literacy (MS Office) at an intermediate level - particularly MS Excel
• Matric