Call Centre Team Leader - Lead Growth & Service Excellence

RMB Nigeria Limited; Cape Town; On-site; ZAR 540,000 - 647,000; Full time

Job summary

DirectAxis in Cape Town is seeking a Call Centre Team Leader to guide a team of agents toward achieving performance targets while delivering exceptional customer satisfaction. The role blends sales with service, including cross-selling and client relationship nurturing.

You will manage costs within budget, ensure efficient service delivery, handle escalations, and drive campaign performance improvements in a dynamic, governance-focused environment.

Qualifications

• 4–5 years’ experience in Client Services or Call Centre leadership.

Responsibilities

• Lead a team of agents to meet performance targets and deliver exceptional customer service.
• Balance sales and service, including cross-sell and nurturing client relationships.
• Monitor and improve call quality, efficiency, and customer satisfaction.
• Plan, report, and administer team performance, budgets and governance.

Skills

Team leadership

Customer service

Sales

Stakeholder management

Education

NQF Level 6 qualification

FAIS qualification

Job description

DirectAxis in Cape Town is seeking a Call Centre Team Leader to guide a team of agents toward achieving performance targets while delivering exceptional customer satisfaction. The role blends sales with service, including cross-selling and client relationship nurturing.

You will manage costs within budget, ensure efficient service delivery, handle escalations, and drive campaign performance improvements in a dynamic, governance-focused environment.