Call Center Team Lead: Growth & Service

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

Job summary

Wesbank in Cape Town seeks a Call Centre Team Leader to guide a team of agents, drive sales and deliver exceptional customer service. The role blends banking product cross-selling with service excellence and governance, reporting on outcomes and driving performance improvements.

The ideal candidate holds a FAIS-recognised qualification with 4–5 years in a client services/call centre setting and solid leadership capabilities. This is a full-time, on-site position in South Africa.

Qualifications

• 4 to 5 years' experience in a Client Services and/or Call Centre environment, including exposure to team leadership and people management.
• NQF Level 6 qualification (essential).
• FAIS-recognised qualification (essential).
• At least 12 months' experience operating under FAIS Categories 1.1 and 1.2 (essential).

Responsibilities

• Lead a team of agents to consistently meet performance targets while ensuring customer satisfaction.
• Blend sales and customer service, including cross-selling and nurturing client relationships.
• Monitor and manage resolution of customer complaints and escalations.
• Plan and manage performance, skills development, and culture within the team.
• Provide efficient administration and reporting to improve business results.

Skills

Team leadership

Customer service

Sales

Cross-selling

Stakeholder management

Communication

Education

NQF Level 6

FAIS recognised qualification

FAIS Categories 1.1 & 1.2 experience

Job description

Wesbank in Cape Town seeks a Call Centre Team Leader to guide a team of agents, drive sales and deliver exceptional customer service. The role blends banking product cross-selling with service excellence and governance, reporting on outcomes and driving performance improvements.

The ideal candidate holds a FAIS-recognised qualification with 4–5 years in a client services/call centre setting and solid leadership capabilities. This is a full-time, on-site position in South Africa.