Call Center Team Lead — Elevate Customer Experience

UnifyCX; Ballito; Vor Ort; ZAR 240.000 - 320.000; Vollzeit

Zusammenfassung

UnifyCX in Ballito, South Africa, is seeking a Call Center Team Lead to guide a motivated customer service team. You will manage daily operations, coach agents, and ensure service levels while delivering exceptional customer experiences.

Responsibilities include performance monitoring, training, scheduling, and collaborating with other departments to drive efficiency. A bachelor’s degree is preferred, with at least five years in call centers and one year in supervision.

Qualifikationen

• Bachelor’s degree in a related field is preferred but not required.
• Minimum 5 years of call center or BPO experience, with ≥1 year in supervision.
• Strong leadership, communication, and interpersonal skills.
• Proficiency with call center software and CRM systems.
• Sales experience in a call center environment and data-driven decision making.

Aufgaben

• Oversee and coach a team of call center representatives to ensure excellent service.
• Monitor and evaluate performance, conduct regular meetings, and manage scheduling.
• Track KPIs (call volume, handle time, satisfaction) and report to management.
• Handle escalated issues and ensure adherence to policies.
• Train new team members and develop ongoing coaching plans.
• Drive operational efficiency through process improvements and cross-department collaboration.

Kenntnisse

Team leadership

Communication

CRM systems

Sales experience in call center

Data analysis

Problem solving

Ausbildung

Bachelor’s degree in Business Administration, Management, or a related field

Tools

Call center software

CRM systems

Jobbeschreibung

UnifyCX in Ballito, South Africa, is seeking a Call Center Team Lead to guide a motivated customer service team. You will manage daily operations, coach agents, and ensure service levels while delivering exceptional customer experiences.

Responsibilities include performance monitoring, training, scheduling, and collaborating with other departments to drive efficiency. A bachelor’s degree is preferred, with at least five years in call centers and one year in supervision.