Call Centre Team Leader

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

## Call Centre Team LeaderApply: Cape Town: Full time: Posted Today: End Date: September 29, 2026 (6 days left to apply): R53164# **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.Apply now if you are interested in taking the next step. We look forward to engaging with you!