Call Centre Team Lead - Coaching, Performance & CX

Msxinternational; Pretoria; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Msxinternational in Pretoria is seeking an experienced Call Centre Supervisor to oversee daily operations, monitor performance, and ensure policy and SLA compliance. The role emphasizes coaching, training, reporting, and upholding quality standards to enhance customer experience.

The successful candidate will lead by example, drive team engagement, and support change initiatives in a fast-paced environment. MSX is an equal opportunities employer and values diverse backgrounds.

Qualifications

• Matric (Grade 12) is required.
• Proven experience in a call centre environment.
• Strong knowledge of call centre metrics, systems, and processes.

Responsibilities

• Manage daily call centre operations, monitor performance, and ensure policy & SLA compliance.
• Coach and mentor agents to hit KPIs in productivity, quality, and CSAT.
• Provide training, onboarding support, and drive continuous improvement.
• Prepare performance reports, track attendance, and maintain documentation.
• Champion customer-centric practices and drive quality improvements.
• Lead by example, maintain morale, and support change initiatives.

Skills

Excellent communication

Leadership

Analytical mindset

MS Office proficiency

Education

Matric (Grade 12)

Tools

Call centre software

Reporting tools

MS Office

Job description

Msxinternational in Pretoria is seeking an experienced Call Centre Supervisor to oversee daily operations, monitor performance, and ensure policy and SLA compliance. The role emphasizes coaching, training, reporting, and upholding quality standards to enhance customer experience.

The successful candidate will lead by example, drive team engagement, and support change initiatives in a fast-paced environment. MSX is an equal opportunities employer and values diverse backgrounds.