Cape Town Call Centre Team Leader: Growth & Service

Wesbank; Cape Town; On-site; ZAR 505,000 - 682,000; Full time

Job summary

DirectAxis Cape Town is seeking a Call Centre Team Leader to guide a motivated group of agents toward achieving performance targets while maintaining outstanding customer satisfaction. The role blends sales and service, including cross-selling and nurturing client relationships, with strong governance and cost awareness.

You will lead, coach and develop the team, monitor quality and compliance, and collaborate with stakeholders to improve campaign performance and customer outcomes.

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 knowledge or qualification is preferred.

Responsibilities

• Lead a team of agents to consistently meet performance targets and deliver exceptional customer satisfaction.
• Balance sales and service through cross-selling and nurturing client relationships.
• Monitor call quality, efficiency, and customer experience; address escalations and complaints.
• Plan and manage team development, performance, and governance to meet regulatory and audit requirements.

Job description

DirectAxis Cape Town is seeking a Call Centre Team Leader to guide a motivated group of agents toward achieving performance targets while maintaining outstanding customer satisfaction. The role blends sales and service, including cross-selling and nurturing client relationships, with strong governance and cost awareness.

You will lead, coach and develop the team, monitor quality and compliance, and collaborate with stakeholders to improve campaign performance and customer outcomes.