Call Centre Team Lead: Growth & Customer Success

FirstRand Bank India; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

DirectAxis in Cape Town is seeking a Call Centre Team Leader to lead a team of agents, drive performance targets and ensure exceptional customer satisfaction through a blend of sales and service, including cross-selling and nurturing client relationships.

You will monitor and manage escalations, maintain expert product knowledge and governance, and ensure efficient administration while fostering cost-conscious, high-impact customer support and teamwork.

Qualifications

• 4 to 5 years of 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).
• A minimum of 12 months’ experience operating under FAIS Categories 1.1 and 1.22 (essential).

Responsibilities

• Lead a team of agents to meet performance targets and ensure customer satisfaction.
• Blend sales and customer service, including cross-selling.
• Provide governance and ensure call centre productivity and performance.
• Monitor and resolve customer and staff escalations.
• Plan and manage team performance, skills development, and culture.

Skills

Team leadership

People management

Sales and customer service

Cross-selling

Education

NQF Level 6

FAIS-recognised qualification

Job description

DirectAxis in Cape Town is seeking a Call Centre Team Leader to lead a team of agents, drive performance targets and ensure exceptional customer satisfaction through a blend of sales and service, including cross-selling and nurturing client relationships.

You will monitor and manage escalations, maintain expert product knowledge and governance, and ensure efficient administration while fostering cost-conscious, high-impact customer support and teamwork.