Team Leader (Call Centre) at WNS Global Services SA
WNS Global Services SA
October 23, 2026
Full-time
On-site
Job Description
Key Responsibilities/Accountabilities:
Team Management: Responsible for grooming & managing talents (15-20 FTE).
Ensures that all employees have a complete understanding of and adhere to the company's Rules and Regulations.
Ensuring highly motivated staff
Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed.
Producing tools for possible use in helping coach and develop the best Service Representatives.
KPI: Ensuring delivery on team/client KPI's - productivity, quality, sales, attrition, absence etc.
Manages team meetings and participate in operations/client leadership meetings & conference calls
Escalation Management: Responsible for investigating and responding on client escalations timely and effectively
Governance & reporting: Process management, team management, operational governance, reporting
Process improvement - Lead and participate in initiatives to improve KPI's
Monitors AMO's using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review
Communicates to the AMO's any new requirements, changes, updates on all support related information as well as company information.
Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.
Performing special projects & other duties as required.
Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence
Qualifications
Knowledge/Qualifications/ Competency:
GDS - Proficient with minimum of 3 years' hands-on experience on Amadeus GDS (Global Distributed System) including booking, ticketing, exchanges and refunds
Travel - Good understanding of IATA Rules; NDC, New bookings, exchanges, cancellations, Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies. Knowledge of ARC and their reporting procedures
MS - Proficiency in Excel, PPT etc.
Excellent communication skills - written and verbal
Knowledgeable in Quality tools
Should be flexible to 24X7 work environment
Strong ability to multi-task while effectively communicating with the customers
Strong time management skills
Responds effectively under stressful situations
With guidance, learns quickly on the job
Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experiences
Key Responsibilities/Accountabilities:
Team Management: Responsible for grooming & managing talents (15-20 FTE).
Ensures that all employees have a complete understanding of and adhere to the company's Rules and Regulations.
Ensuring highly motivated staff
Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed.
Producing tools for possible use in helping coach and develop the best Service Representatives.
KPI: Ensuring delivery on team/client KPI's - productivity, quality, sales, attrition, absence etc.
Manages team meetings and participate in operations/client leadership meetings & conference calls
Escalation Management: Responsible for investigating and responding on client escalations timely and effectively
Governance & reporting: Process management, team management, operational governance, reporting
Process improvement - Lead and participate in initiatives to improve KPI's
Monitors AMO's using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review
Communicates to the AMO's any new requirements, changes, updates on all support related information as well as company information.
Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.
Performing special projects & other duties as required.
Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence
Qualifications
Knowledge/Qualifications/ Competency:
GDS - Proficient with minimum of 3 years' hands-on experience on Amadeus GDS (Global Distributed System) including booking, ticketing, exchanges and refunds
Travel - Good understanding of IATA Rules; NDC, New bookings, exchanges, cancellations, Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies. Knowledge of ARC and their reporting procedures
MS - Proficiency in Excel, PPT etc.
Excellent communication skills - written and verbal
Knowledgeable in Quality tools
Should be flexible to 24X7 work environment
Strong ability to multi-task while effectively communicating with the customers
Strong time management skills
Responds effectively under stressful situations
With guidance, learns quickly on the job
Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experiences