Sales Team leader Required – Apply Now.
WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centres in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.
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 centres 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, inspire and engage a team that will be working within the customer service department that will respond 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 supports 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.
Minimum 36-month customer service/sales experience, 24 months 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
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
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
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)
UK Hours: Mon – Fri (08h00 – 18h00)