Call Center Team Lead, Customer Care & Ops

Tafadzwa Consulting; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tafadzwa Consulting seeks an experienced supervisor for a call centre environment, with at least five years in related roles and a minimum of two years in supervision. The candidate should hold a relevant degree or diploma in communications, marketing or customer care, and a call centre qualification is advantageous.

Key competencies include planning, decision-making, ethics, customer service orientation, SOP guidance, and proficient MS Office skills.

Qualifications

• Bachelor's Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification.
• A call centre qualification will be an advantage.
• Five or more years of relevant call centre experience, including at least two years in a supervisory role.

Skills

Planning

Personal mastery

Judgement & decision-making

Ethics & values

Client service

SOP interpretation

MS Office

Operational processes

Customer confidence

CRM knowledge

Data entry

Customer service basics

Training needs analysis

Education

Bachelor's Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification

Call centre qualification (advantage)

Job description

Tafadzwa Consulting seeks an experienced supervisor for a call centre environment, with at least five years in related roles and a minimum of two years in supervision. The candidate should hold a relevant degree or diploma in communications, marketing or customer care, and a call centre qualification is advantageous.

Key competencies include planning, decision-making, ethics, customer service orientation, SOP guidance, and proficient MS Office skills.