Team Leader – Travel Call Centre (Sabre) (Night Shift)

About the Position

Team Leader – Travel Call Centre (Sabre) (Night Shift)

We are seeking a professional, high-performance individual with sound leadership and problem-solving skills to lead a team of agents. Your role will be to create a customer-centric and high-performance culture through effective management of people, metrics, and projects. The objective is to generate and retain business and revenue through continuous improvement.

Responsibilities

• Lead a team of agents to create a customer-centric and high-performance culture.
• Manage metrics and projects effectively.
• Drive business retention and revenue generation through continuous improvement.

Requirements

Essential

• Matric/Grade 12 Certificate with a minimum of a C aggregate in both English and Maths.
• Minimum 3 years of contact center experience in the travel environment.
• GDS experience specifically with Sabre Native.

Experience Required

• Minimum 36 months of customer service experience in a leadership/supervisory position.
• In-depth knowledge of contact center technology and methodologies.
• Neutral accent with excellent verbal and written English communication skills.
• Computer literacy to operate customer-related information systems.
• GDS certification (Sabre native).
• Travel knowledge at an international level, including flight, hotel, and transport bookings and changes, fare rules, and ticketing.

Behavioral 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 work for quality (Lead by example).
• Maintains effective time management.
• Positive attitude and ability to influence and motivate others.
• Effective emotional intelligence (EQ).
• Team player.
• Flexible.
• Fast learner.
• Self-motivated.

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 prioritize deliverables and plan accordingly.
• Embraces change whilst remaining productive and positive.
• Manages the negativity of others.
• Leadership and conflict resolution skills.
• Knowledge/Experience of disciplinary procedures.
• Performance management skills.
• Good decision-making and organizational 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 teamwork skills.
• Determination to achieve high standards.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Exceptional administrative skills with sound planning, organizing, and time management skills.
• Target-driven.
• Industry regularity understanding.

Other Specific Requirements

• Must be able to work the following operational hours: 7 days a week, 365 days a year, working rotational shifts – 45-hour weeks.
• Public holidays and weekends.

We Offer

• Competitive salary.
• Opportunity to work in a leading global Business Process Management (BPM) company.
• Professional development and structured career path.
• Role clarity, coaching, and mentoring.
• Experience the culture of outperformance, engagement, celebration, and contribute to society through the WNS Cares Foundation.

About the Company

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 centers 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 centers across South Africa, employing 4000+ people.