Call Centre Team Leader

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

Job Description

Responsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.

Hello Future Call Centre Team Leader

Welcome to DirectAxis; the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who is:

Responsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.

You will have access to:

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.

You will be a match if you able to:

• Drive significant growth and profitability in the context of cost management
• Manage costs / expenses within approved budget to achieve cost efficiencies
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
• Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements
• Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements
• Ensure efficiency of service productivity and performance in Call Centre
• Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios
• Improve customer satisfaction, experience, and insight through call analysis.
• Report on required Call Centre activities and deliveries to improve business results
• Manage own development to increase own competencies.
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies

Minimum Requirements:

• 4 to 5 years’ 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).

Additional Requirements:

In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

04/11/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.