Back Office Team Leader — Customer Experience Coach

Sigma Connected; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer service provider in Cape Town seeks a Team Leader to oversee a team of Customer Advisors. The role involves driving operational performance and ensuring compliance with standards while promoting a positive environment. Applicants should have strong leadership qualities, a background in coaching, and the ability to manage performance effectively. You’ll enjoy benefits like medical insurance and career development opportunities.

Benefits

Medical Insurance

Transportation Benefits

Employee Assistance Program

Qualifications

• Proven understanding of operational processes and regulatory compliance.
• Experience in coaching and mentoring teams.
• Ability to manage customer/agent problems and complaints.

Responsibilities

• Lead a team of Customer Advisors to ensure operational performance.
• Coach team members to achieve their KPIs.
• Handle escalations and drive performance.

Skills

Strong technical ability

Leadership qualities

Strong analytical skills

Coaching experience

Problem-solving skills

Education

Matric (Grade 12) or equivalent qualification

Tools

Microsoft Office

Basic Excel

Job description

A leading customer service provider in Cape Town seeks a Team Leader to oversee a team of Customer Advisors. The role involves driving operational performance and ensuring compliance with standards while promoting a positive environment. Applicants should have strong leadership qualities, a background in coaching, and the ability to manage performance effectively. You’ll enjoy benefits like medical insurance and career development opportunities.