Call Centre Team Leader - Member Services

Old Mutual South Africa; Cape Town; On-site; ZAR 350,000 - 600,000; Full time

Job summary

Old Mutual South Africa is seeking a dynamic Call Centre Team Leader in Cape Town to head the Member Support Call Centre. This role covers onboarding, contributions, preservation, benefit payments, claims and ongoing member servicing to ensure an exceptional member experience and strong operational performance.

The ideal candidate will lead a high-energy team, manage real-time workloads, drive service levels, quality and productivity, and leverage automation and AI to improve efficiency and

Qualifications

• Matric (essential).
• A relevant tertiary qualification would be an advantage.
• Proven ability to drive process improvement and operational efficiency.
• Proven experience with Leading people.
• Strong analytical and problem-solving skills.
• Strong stakeholder management and relationship-building ability.
• Strong communication skills (both verbal and written).
• Proven ability to work independently and proactively.
• Working knowledge and experience within a Call Centre environment, workflow systems will be advantageous.
• Experience within the retirement fund industry and an understanding of associated operational and member service processes would be highly advantageous.

Responsibilities

• Take full ownership of daily call centre operations, ensuring service levels, quality standards, and productivity targets are consistently achieved.
• Monitor real-time operational performance and proactively manage workloads, queues, escalations, and resource allocation.
• Ensure efficient workflow management and optimal utilisation of team capacity.
• Analyse performance metrics and trends to identify risks, opportunities, and areas for improvement.
• Drive operational excellence through continuous process review and improvement initiatives.
• Ensure business continuity and operational resilience within the team.
• Champion a customer-first culture that delivers exceptional member experiences across the retirement fund member journey.
• Ensure all member and client interactions are handled professionally, efficiently, and in line with service standards.
• Monitor customer satisfaction levels and implement actions to improve service quality.
• Manage complex queries, complaints, and escalations to successful resolution.
• Identify opportunities to enhance the end-to-end member experience.
• Lead, coach, mentor, and develop a high-performing customer service team.
• Create a culture of accountability, ownership, engagement, and continuous improvement.

Skills

Communication

Conflict Resolution

Customer Service

Relationship Management

Data Analysis

Operational Efficiency

Process Improvements

Education

Bachelor Commerce

Matriculation Certificate

Job description

Old Mutual South Africa is seeking a dynamic Call Centre Team Leader in Cape Town to head the Member Support Call Centre. This role covers onboarding, contributions, preservation, benefit payments, claims and ongoing member servicing to ensure an exceptional member experience and strong operational performance.

The ideal candidate will lead a high-energy team, manage real-time workloads, drive service levels, quality and productivity, and leverage automation and AI to improve efficiency and