Call Centre Team Lead — Customer Service & Operations

Tafadzwa Consulting; Gauteng; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Tafadzwa Consulting is seeking a Team Leader: Customer Call Centre to oversee daily operations, guide a team of customer service reps, and manage escalated queries in line with company policies and service standards.

The ideal candidate will have strong leadership, communication, and problem-solving skills, with solid call centre experience and the ability to monitor performance metrics effectively.

Qualifications

• Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care or related field
• At least five years in a call centre environment, with at least two years in supervision
• Call centre qualification is an advantage

Responsibilities

• Oversee daily call centre operations
• Lead and support a team of customer service representatives
• Manage escalated customer queries and complaints
• Monitor service delivery performance and adherence to SOPs

Skills

Leadership

Customer service

Communication

Problem solving

Operations management

Call centre experience

Team coaching

Education

Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care

Tools

Microsoft Office

Job description

Tafadzwa Consulting is seeking a Team Leader: Customer Call Centre to oversee daily operations, guide a team of customer service reps, and manage escalated queries in line with company policies and service standards.

The ideal candidate will have strong leadership, communication, and problem-solving skills, with solid call centre experience and the ability to monitor performance metrics effectively.