Team Leader - Collections - Utilities Contact Centre

Job DescriptionAn exciting opportunity for an Assistant Manager: Operations has just become available at WNS.We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.Key Responsibilities Areas:PeopleTo engage and support staff to achieve all KPI's, through effective coaching, performance management, and to develop career progression through internal development programmes.Stakeholder ManagementTo ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.AnalyticalTo practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.FinancialsTo maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.Behavioural Traits RequiredCommunication and written skillsProblem solvingAnalytical ThinkingConflict ManagementStrategic ThinkingTime ManagementJob-Related Knowledge, Competencies & Skills RequiredHR Process KnowledgeStakeholder ManagementReport writingSound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)Management skillsGood understanding of the BPO industryQualificationsQualifications Required:Essential: Grade 12Preferred: Tertiary qualification in management or relevant proven contact center experienceExperience, Knowledge, Skills and Attributes Required:A proven track record of delivering against client, customer and business outcomes2 years' experience working within collections 3 years of team leader experienceManaging scale of 12-14 agents.PreferredMore than 2 years' experience working within the BPO sectorMore than 3 years' experience working in a management roleExperience managing Omni-channel customer operationsAdditional InformationWorking Hours - Monday to Friday  - 8PM to 6PM UK Time