Call Centre Team Leader

Msxinternational; Pretoria; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Msxinternational in Pretoria is seeking an experienced Call Centre Supervisor to oversee daily operations, monitor performance, and ensure policy and SLA compliance. The role emphasizes coaching, training, reporting, and upholding quality standards to enhance customer experience.

The successful candidate will lead by example, drive team engagement, and support change initiatives in a fast-paced environment. MSX is an equal opportunities employer and values diverse backgrounds.

Qualifications

• Matric (Grade 12) is required.
• Proven experience in a call centre environment.
• Strong knowledge of call centre metrics, systems, and processes.

Responsibilities

• Manage daily call centre operations, monitor performance, and ensure policy & SLA compliance.
• Coach and mentor agents to hit KPIs in productivity, quality, and CSAT.
• Provide training, onboarding support, and drive continuous improvement.
• Prepare performance reports, track attendance, and maintain documentation.
• Champion customer-centric practices and drive quality improvements.
• Lead by example, maintain morale, and support change initiatives.

Skills

Excellent communication

Leadership

Analytical mindset

MS Office proficiency

Education

Matric (Grade 12)

Tools

Call centre software

Reporting tools

MS Office

Job description

Key Responsibilities

• Operational Oversight: Manage daily call centre operations, monitor performance, and ensure compliance with policies and SLAs.
• Performance Management: Coach, mentor, and motivate agents to achieve KPIs in productivity, quality, and customer satisfaction.
• Team Development: Provide training, support onboarding, and encourage continuous improvement.
• Reporting & Administration: Prepare performance reports, track attendance, and maintain accurate documentation.
• Customer Experience: Champion customer-centric practices, review calls, and implement quality improvements.
• Leadership & Engagement: Lead by example, maintain morale, and support change initiatives.

Attributes

• Results-driven, accountable, and adaptable.
• Supportive, approachable, and team-oriented.
• Professional, customer-focused, and integrity-led.

Qualifications & Experience

• Matric (Grade 12) required.
• Proven experience in a call centre environment.
• Strong knowledge of call centre metrics, systems, and processes.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and mentoring ability.
• Analytical, problem-solving mindset with resilience under pressure.
• Proficiency in call centre software, reporting tools, and MS Office.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.