Call Centre Team Leader: Drive Growth & Service Excellence

Fnbnamibia; Cape Town; On-site; ZAR 48,000 - 58,000; Full time

Job summary

DirectAxis in Cape Town seeks a Call Centre Team Leader to guide a team of agents to meet performance targets and ensure customer satisfaction. The role blends sales and service, including cross-selling and nurturing client relationships, with governance and cost considerations.

You will monitor performance, coach staff, report on activities, and collaborate with stakeholders to improve customer experience in a dynamic contact centre.

Qualifications

• 4 to 5 years' experience in a Client Services and/or Call Centre environment, including exposure to team leadership and people management.
• FAIS-related regulatory knowledge or experience is essential.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead a team of agents to consistently meet performance targets and ensure exceptional customer satisfaction.
• Balance sales and service, including cross-selling and nurturing client relationships.
• Monitor and manage customer complaints and escalations, ensuring timely resolution.
• Drive cost-conscious operations and efficient administration within governance framework.

Skills

Team leadership

Customer service

Sales orientation

Education

NQF Level 6 qualification

FAIS-recognised qualification

Job description

DirectAxis in Cape Town seeks a Call Centre Team Leader to guide a team of agents to meet performance targets and ensure customer satisfaction. The role blends sales and service, including cross-selling and nurturing client relationships, with governance and cost considerations.

You will monitor performance, coach staff, report on activities, and collaborate with stakeholders to improve customer experience in a dynamic contact centre.