Call Center Team Lead — Drive Sales & Customer Delight

Fnbnamibia; Cape Town; On-site; ZAR 540,000 - 647,000; Full time

Benefits offered by this job

Networking opportunities

Challenging environment

Innovation opportunities

Job summary

DirectAxis in Cape Town seeks a Call Centre Team Leader to guide a team of agents to achieve performance targets while delivering outstanding customer service. The role blends sales and service, including cross-selling and nurturing client relationships.

You will manage costs and drive efficiency, monitor escalation handling, and report on call centre activities to improve business results. Join a dynamic team focused on customer outcomes.

Qualifications

• 4 to 5 years' experience in a Client Services and/or Call Centre environment.
• NQF Level 6 qualification (essential).
• FAIS-recognised qualification (essential).
• A minimum of 12 months' experience operating under FAIS Categories 1.1 and 1.2 (essential).

Responsibilities

• Lead a team of agents to consistently meet performance targets and deliver excellent customer satisfaction.
• Engage in cross-selling and nurturing client relationships.
• Monitor and manage customer complaints and escalate as needed to resolution.
• Analyse calls to improve campaign performance, data quality and customer experience.
• Plan and manage performance, skills development and team culture to drive efficiencies.

Skills

Team leadership

Customer service

Sales

Stakeholder management

Education

NQF Level 6 qualification

FAIS-recognised qualification

Job description

DirectAxis in Cape Town seeks a Call Centre Team Leader to guide a team of agents to achieve performance targets while delivering outstanding customer service. The role blends sales and service, including cross-selling and nurturing client relationships.

You will manage costs and drive efficiency, monitor escalation handling, and report on call centre activities to improve business results. Join a dynamic team focused on customer outcomes.