Call Centre Team Lead: Growth, Service & Leadership

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

Job summary

FirstRand Limited in Cape Town invites a Call Centre Team Leader to guide a team of agents, drive sales through cross-selling, and ensure exceptional customer satisfaction. You will steward performance targets, coach staff, and maintain high service levels in a fast-paced financial services environment.

Applicants need 4–5 years in client services/call centres with team leadership; an NQF Level 6 and FAIS qualification are essential, with exposure to FAIS Categories 1.1 and 1.2.

Qualifications

• 4 to 5 years in Client Services and/or Call Centre with team leadership experience.
• NQF Level 6 qualification is essential.
• FAIS-recognised qualification is essential.
• At least 12 months' experience operating under FAIS Categories 1.1 and 1.2.

Responsibilities

• Lead a team of agents to meet performance targets and deliver exceptional customer satisfaction.
• Drive sales through cross-selling and nurturing client relationships.
• Monitor and improve call quality, handle escalations, and manage costs within budget.
• Provide administration, reporting, and governance to ensure efficient call centre operations.

Skills

People management

Team leadership

Customer service

Cross-selling

Cost management

Education

NQF Level 6 qualification

FAIS-recognised qualification

Job description

FirstRand Limited in Cape Town invites a Call Centre Team Leader to guide a team of agents, drive sales through cross-selling, and ensure exceptional customer satisfaction. You will steward performance targets, coach staff, and maintain high service levels in a fast-paced financial services environment.

Applicants need 4–5 years in client services/call centres with team leadership; an NQF Level 6 and FAIS qualification are essential, with exposure to FAIS Categories 1.1 and 1.2.