Contact Centre Team Leader

ABOUT THE POSITION

The Team Leader will be responsible for managing and driving a team of inbound Contact Centre employees to achieve service levels through an agreed turnaround time. The Team Leader will act as the point of contact for all escalations and queries and ensure resolution while driving a culture of customer-centricity and performance excellence.

Key Responsibilities may include but are not limited to:

• Manage and support a team of inbound contact centre agents
• Drive team performance in line with client and SLA requirements
• Ensure consistent adherence to quality assurance standards
• Handle team escalations and operationalqueries
• Monitor performance trends and report on KPIs, appraisals, and incentives
• Troubleshoot system issues and liaise with IT for resolution
• Ensure compliance with SOPs and contactcentre procedures
• Maintain accurate absenteeism and leaverecords
• Manage employee relations matters, including disciplinary and informal processes
• Conduct regular team and stakeholder performance meetings
• Monitor calls against Team Leader targets and implement corrective action where needed
• Oversee all human capital managementfunctions
• Manage scheduling and workforce coverage to minimise downtime
• Work with QA, training, and operations to drive continuous improvement
• Ensure compliance with POPIA and relevant contact centre regulations

Critical Skills/Competencies

• Solutions driven with strong problem-solving capabilities
• Conflict resolution and interpersonal skills
• Strong analytical and decision-making skills
• Meticulous attention to detail
• Self-starter, motivated, takes initiative and can work independently
• Excellent communicator across all levels of the organisation (verbal and written)
• Innovative thinker with a proactive approach to problem-solving
• Strong team collaboration and leadership abilities
• Excellent organisational and time management skills
• Ability to interpret and work with high volumes of data and performance metrics

Experience

• Minimum 2–3 years' Team Leader experience in an inbound contact centre
• Proven experience leading high-performing teams
• Previous Customer service experience
• Healthcare, insurance, financial services, or administration experience is advantageous
• Fluent in English and Afrikaans
• Additional South African language is advantageous
• Proficient in MS Office Suite applications

Minimum Requirements

• Matric / Grade 12
• Relevant tertiary qualification advantageous
• Stable home-based internet capability
• Clear criminal record