Call Center Team Lead - Develop Talent & Elevate Service

Click Learning; Johannesburg; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

5% employer pension contribution

Death cover

21 annual leave days

1 year FTC with potential renewal

LTE data

Job summary

Click Learning in Johannesburg seeks a Call Center Team Leader to guide a 6-person junior team, drive performance, and partner across departments to deliver high-quality support. You will hire, train, and mentor staff, set clear goals, and optimize workflows to improve customer satisfaction and efficiency.

The role emphasizes data-driven decisions, real-time reporting, and maintaining service standards. A strong background in coaching, analytics, and Zendesk is preferred.

Qualifications

• 5 years in a Call Center, helpdesk, or technical support role with team management.
• Strong leadership and people management skills with a proven track record of hiring, training and developing staff.
• Experience establishing cross-departmental collaboration workflows and implementing process-efficiency initiatives.

Responsibilities

• Lead and manage the Call Center team, providing guidance, training, and motivation to ensure professional development and optimal performance.
• Develop staff with advanced skill-building opportunities, mentorship, and career progression frameworks.
• Hire, onboard, and train new team members, ensuring they are equipped to deliver efficient support services.
• Set clear objectives and performance expectations for the team aligned with organizational goals.
• Collaborate with departments to identify bottlenecks and drive overall efficiency.
• Maintain service standards and internal SLAs across the organization.
• Develop reports and dashboards providing insights on ticket health, trends, and backlog.

Skills

Leadership

Data analysis

Zendesk experience

Customer service

Communication

Problem solving

Team development

Time management

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field

Tools

Zendesk or similar

Job description

Click Learning in Johannesburg seeks a Call Center Team Leader to guide a 6-person junior team, drive performance, and partner across departments to deliver high-quality support. You will hire, train, and mentor staff, set clear goals, and optimize workflows to improve customer satisfaction and efficiency.

The role emphasizes data-driven decisions, real-time reporting, and maintaining service standards. A strong background in coaching, analytics, and Zendesk is preferred.