Call Center Supervisor

Multichoice Group; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A multinational media and entertainment group is seeking a Customer Service Team Leader in Cape Town, South Africa. The ideal candidate will manage a team, ensuring quality customer service and effective resolutions of queries. Role requires a diploma in Business or related fields, with 5-7 years of experience in Sales or Customer Services, including 2-3 years in a management role. This position emphasizes developing a high-performing team and effective communication.

Qualifications

• 5–7 years of working experience in a Sales and/or Customer Services environment.
• 2–3 years of people management experience.

Responsibilities

• Coach and counsel team members as per performance indicators.
• Ensure successful resolution of escalated customer queries within agreed SLA timelines.
• Manage absenteeism and partner with HR when necessary.
• Develop a high-performing team through formal performance management.

Skills

Product understanding

Problem solving

Negotiations

Stakeholder management

Accountability

Teamwork

Delegation

Interpersonal support

Perseverance

Analytical thinking

Education

Diploma in Business / Operations / Sales Management or equivalent

Job description

The Organization The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai, and the Netherlands with principal operations in pay television, video entertainment, advertising, and content security.

Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto.

We're proud to serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment. By joining our passionate and creative team you can help us achieve our objectives of expanding our pay‑TV and SVOD subscriber bases, improving advertising sales, spearheading cutting‑edge technology, supporting local content, and providing an exceptional customer experience. Join Africa's most loved storyteller location South Africa across regions (North, South, East, and Central).

Purpose of the Position

The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving.

Key Responsibilities

• Coach and counsel the individuals and/or team daily as per performance indicators.
• Ensure the successful resolution of escalated customer queries within agreed SLA timelines.
• Ensure the team has full understanding and training on products and promotions for effective customer engagements.
• Actively manage absenteeism and partner with Service Centre Manager and HR if needs arise.
• Develop a high‑performing team by embedding formal performance management process and informal coaching.

People Management

• Interview and recruit new members of the team.
• Initiate disciplinary processes and resolve grievances raised by team members.
• Address poor performance of any team member through the formal performance improvement programme.
• Motivate team members and ensure that their efforts are recognised.

Qualifications

Diploma in Business / Operations / Sales Management or equivalent.

Certified Key Individual experience 5–7 years working experience in a Sales and/or Customer Services environment of which 2–3 years should be people management experience.

Technical competencies: product understanding, problem solving, negotiations, stakeholder management.

Behavioral competencies: accountability, teamwork, delegation, interpersonal support, perseverance, motivating, prioritisation, analytical thinking.