Call Centre Team Leader

Talent Evolution (Pty) Ltd; Roodepoort; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Talent Evolution (Pty) Ltd Roodepoort seeks a Call Centre Team Leader (Roadside / Emergency Services) to manage the Road team, ensuring service levels and turnaround times are met while maintaining productivity, service and quality standards.

You will lead, coach and motivate the team, monitor performance, and implement corrective actions. Strong reporting on call centre metrics will support continuous improvement and customer satisfaction.

Qualifications

• Minimum 2 years' contact centre experience, specifically within Roadside Assistance.
• Minimum 1 year's experience at 2IC level within a similar contact centre environment would be advantageous.
• Call Centre Management qualification at NQF Level 4 would be advantageous.
• Excellent knowledge of relevant systems and products.
• Proficiency in English and Afrikaans.
• Proficiency in at least one additional indigenous South African language would be advantageous.

Responsibilities

• Lead and manage day-to-day activities of the Roads team to meet service levels and turnaround times.
• Monitor performance, quality and productivity; implement corrective actions.
• Coach and develop team members to improve service delivery and engagement.
• Analyse call centre metrics and prepare timely reports to support decision-making.

Skills

Team leadership

Coaching

Performance management

Communication

Problem-solving

Customer service orientation

Reporting & analytics

Education

Grade 12

Call Centre Management qualification (NQF 4)

Tools

MS Office

Windows

Job description

Call Centre Team Leader job vacancy in Roodepoort.

We are looking for a Call Centre Team Leader (Roadside / Emergency Services) for a permanent position based in Roodepoort.

The purpose of the role is to manage the day-to-day activities of the Road team, ensuring service levels and turnaround times are consistently achieved while maintaining productivity, service and quality standards.

The role is responsible for leading, coaching and motivating the team while monitoring performance and implementing corrective actions where required.

Duties and Responsibilities:

• Team Management & Service Delivery
  • Manage the team's service levels and overall service delivery.
  • Ensure optimal staffing levels are maintained according to departmental requirements, including the appropriate number of staff and required skill sets.
  • Ensure department and individual productivity targets are achieved and monitored daily, weekly and monthly.
  • Monitor call centre performance and ensure agreed service standards and turnaround times are maintained.
• Quality & Performance Management
  • Conduct regular quality assurance checks and address identified issues immediately to minimise service impact.
  • Manage individual performance concerns in accordance with HR procedures and ensure all interventions are fully documented.
  • Monitor call centre metrics and identify areas requiring improvement.
  • Analyse statistics and performance reports and provide practical recommendations and comments.
  • Ensure all required reports are completed accurately, on time and in the required format.
• Coaching & Team Development
  • Coach and counsel team members to improve performance and service delivery.
  • Lead, motivate and support the team in achieving departmental objectives.
  • Provide guidance and support to team members in resolving operational and customer-related issues.
  • Promote a high-performance and customer-focused team environment.

Minimum Requirements:

• Grade 12 - Essential.
• Minimum 2 years' contact centre experience, specifically within Roadside Assistance.
• Minimum 1 year's experience at 2IC level within a similar contact centre environment would be advantageous.
• Call Centre Management qualification at NQF Level 4 would be advantageous.
• Excellent knowledge of relevant systems and products.
• Proficient in English and Afrikaans.
• Proficiency in at least one additional indigenous South African language would be advantageous.
• Competent in Windows and MS Office.
• Good understanding of call centre metrics, principles and performance management.
• Strong telephone and written communication skills.
• Strong problem-solving ability with a high level of customer service orientation.
• Assertive, with sound judgement and decision-making ability.
• Ability to lead, motivate and develop a team.
• Strong reporting and analytical skills would be advantageous.
• Self-starter with a proactive, energetic and results-driven approach.