Call Centre Team Lead: Drive Growth & Service

RMB Nigeria Limited; Cape Town; On-site; ZAR 505,000 - 682,000; Full time

Job summary

DirectAxis in Cape Town seeks a Call Centre Team Leader to guide a team of agents toward achieving performance targets and exceptional customer satisfaction. This role blends sales and service, including cross-selling and building strong client relationships.

You will drive growth while controlling costs, monitor complaints, and ensure timely reporting. FAIS experience and NQF Level 6 are essential, with a strong emphasis on governance and teamwork.

Qualifications

• 4–5 years in client services or call centre with team leadership experience.
• NQF Level 6 qualification is essential.
• FAIS qualification is essential; experience under FAIS Categories 1.1 and 1.2 is expected.

Responsibilities

• Lead a team of agents to meet performance targets and ensure customer satisfaction.
• Engage in cross-selling and nurture client relationships.
• Manage escalations and resolution of complaints; monitor call quality and performance.
• Analyse campaigns and improve customer experience, data quality, and offer relevance.
• Plan development, training, and performance management for the team.

Skills

Team leadership

Customer service

Sales & cross-selling

Stakeholder management

Call centre operations

Education

NQF Level 6

FAIS qualification

Job description

DirectAxis in Cape Town seeks a Call Centre Team Leader to guide a team of agents toward achieving performance targets and exceptional customer satisfaction. This role blends sales and service, including cross-selling and building strong client relationships.

You will drive growth while controlling costs, monitor complaints, and ensure timely reporting. FAIS experience and NQF Level 6 are essential, with a strong emphasis on governance and teamwork.