Call Center Sales and Service Team Leader

Badger Holdings Inc; George; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company in customer service seeks a Sales and Service Team Leader in George. This role involves overseeing daily operations, managing team performance, and ensuring exceptional customer experiences. Ideal candidates are passionate about coaching and have experience in fast-paced environments. The position is full-time and on-site with night shifts.

Qualifications

• Experience in a call center environment is preferred.
• Strong leadership skills with a focus on team performance.
• Ability to analyze data and generate reports.

Responsibilities

• Assist with daily call center operations and scheduling.
• Compile and maintain performance reports for the team.
• Monitor KPIs and resolve service issues with technical teams.

Skills

Customer service orientation

Team management

Performance tracking

Coaching

Job description

Sales and Service Team Leader

Location: George, Garden Route, Western Cape (On-site)

Employment Type: Permanent, Full-time

Please note:

This role involves working night hours, with shifts typically starting at 01:00 AM or 03:00 AM, subject to change based on operational requirements.

Are you passionate about delivering exceptional customer service and driving team performance? Do you thrive in a fast-paced, collaborative environment? We’re looking for a Sales and Service Team Leader to join our dynamic Motor Sales and Service team!

About The Role

As the Sales and Service Team Leader, you’ll play a pivotal role in supporting the day-to-day operations of our Sales and Service call center team. You’ll help ensure smooth workflows, track team performance, and empower our agents to deliver outstanding customer experiences. This role is ideal for someone who enjoys coaching, problem-solving, and making a real impact on both sales outcomes and customer satisfaction.

Key Responsibilities

Team Support & Coordination

• Assist with daily call center operations, scheduling, and shift management.
• Ensure compliance with leave and payroll procedures.
• Act as the first point of contact for agent queries and basic escalations.
• Lead onboarding and training for new agents.
• Support team culture and engagement initiatives.

Reporting & Performance Tracking

• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor KPIs and highlight performance trends.
• Track campaign progress and customer feedback.

Process & System Support

• Ensure compliance with company policies and procedures.
• Support workflow improvements and documentation.
• Coordinate training schedules with relevant teams.

Customer-Centric Collaboration

• Monitor service standards and identify gaps.
• Provide support during peak periods and special campaigns.
• Liaise with QA and technical teams to resolve service issues.

General Duties

• Coordinate staff transport logistics and service provider engagement.
• Perform other duties as required to support team success.