Call Centre Team Leader

FirstRand Bank Limited; Wes-Kaap; On-site; ZAR 360,000 - 480,000; Full time

Job summary

FirstRand Bank Limited is seeking a team leader to guide a call centre team, blend sales with service, and foster strong client relationships in a fast-paced banking environment.

You will drive growth, manage costs, and ensure exceptional customer experiences by leveraging product knowledge, effective communication, and proactive problem-solving. The role requires compliance with FAIS and governance standards while delivering on targets.

Qualifications

• Proven leadership abilities in a call centre or client services environment.
• Strong sales discipline with customer focus and relationship-building.
• Experience driving KPI-driven performance and cost efficiencies.

Responsibilities

• Lead a team of agents to meet performance targets and customer satisfaction.
• Drive growth and profitability through cross-selling and proactive solutions.
• Monitor, escalate and resolve customer complaints; ensure fair outcomes.

Skills

Leadership

Sales

Customer service

People management

Cost management

Communication

Education

NQF Level 6 qualification

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.

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.

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. 29/09/26

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.

We look forward to engaging with you!

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.

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.