Job Description

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.

Key Responsibilities:

Team Management & Supervision:

+ Supervise daily activities of the collections team, ensuring productivity and performance targets are met.
+ Monitor call handling, call quality, and adherence to schedules.
+ Allocate work and manage team rosters, attendance, and shrinkage.

Performance Monitoring:

+ Track team and individual performance through KPIs such as recovery rate, call quality, right party contact (RPC), and promise-to-pay (PTP) conversion.
+ Conduct regular performance reviews, coaching sessions, and feedback discussions.

Training & Development:

+ Identify skill gaps and arrange for upskilling or refresher training.
+ Provide on-the-job support to improve agent performance and handle escalations.

Client & Compliance Management:

+ Ensure collections are conducted ethically and within regulatory and client compliance guidelines.
+ Maintain accurate records and reports as per process and audit requirements.
+ Handle client calls, audits, and reporting requirements effectively.

Motivation & Engagement:

+ Foster a positive and competitive team environment.
+ Conduct team huddles, contests, and recognition programs to boost morale and productivity.

Reporting & Communication:

+ Provide daily, weekly, and monthly reports on team performance, trends, and challenges to management.
+ Coordinate with QA, Training, and HR teams as needed.

Qualifications

Grade 12 Minimum 2-4 years of experience in a BPO collections process, with at least 1-2 years in a team lead or supervisory role. Familiarity with collections tools, dialers (predictive/manual), and CRM systems.

Additional Information

Key Skills & Competencies:

Strong leadership and people management skills. Excellent communication, negotiation, and conflict-resolution skills. Analytical and target-driven approach. Ability to work under pressure and manage multiple priorities. * Proficiency in MS Excel and reporting tools.