Company 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. Job Description Manage team performance Provide effective coaching and constructive feedback to subordinates Take customer service and escalation when needed Hold team huddle/coaching session/goal-setting/one on one as needed/required Handle escalated requests and research answers posted by associates to ensure customer satisfaction Review and analyze performance data, create action plans and monitor execution to ensure goals are met Hold regular check‑in meetings with the client to keep them informed of trends, changes and development within the team Facilitate learning sessions to enhance associate technical and communication skills Perform administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad‑hoc tasks Qualifications Grade 12 Minimum requirement of at least 1 year with relevant experience as a Team Leader Travel Experience Additional Information Graveyard Shift Days off in the week Weekend Work #J-18808-Ljbffr