Call Center Sales and Service Team Leader

Badger Holdings Inc; George; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A dynamic service provider in George, Western Cape, is seeking a Sales and Service Team Leader to manage call center operations and drive team performance. The ideal candidate will excel in customer service, possess strong leadership abilities, and be skilled in problem-solving. This permanent, full-time role requires night shifts, commencing between 01:00 AM and 03:00 AM, and offers a collaborative work environment focused on exceptional customer experiences.

Qualifications

• Previous experience in a call center or customer service role.
• Strong leadership skills and the ability to coach and develop team members.
• Excellent verbal and written communication skills.

Responsibilities

• Assist with daily call center operations and support team engagement.
• Compile performance reports, monitor KPIs and highlight trends.
• Ensure compliance with company policies and support process improvements.

Skills

Customer Service Excellence

Team Leadership

Problem-Solving

Communication Skills

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.