Contact Center Team Lead

Alexforbes; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A financial services company in Johannesburg seeks a passionate Team Leader to manage a high-performing contact centre. The role requires a minimum of 5 years’ experience in customer service and management, ensuring operational excellence. You will drive performance, improve customer experience, and lead a team to achieve goals. The ideal candidate will be skilled in coaching and team management. Join us for a career growth opportunity with competitive rewards and a supportive work environment.

Benefits

Bursary and Leadership Development Programmes

Flexible Work Options

Medical & Gap Cover

Wi-Fi Allowance

Employee Wellness Programs

Qualifications

• Minimum 5 years’ experience as a Team Leader in a frontline or contact centre environment.
• Proven ability to manage teams handling inbound calls and face-to-face client interactions.
• Strong background in Financial services customer service or Employee benefits experience.

Responsibilities

• Provide daily coaching, mentoring, and supervision to foster a collaborative, client-focused culture.
• Monitor KPIs, identify skill gaps, and implement training strategies to meet performance targets.
• Oversee national switchboard and reception, ensure workload balance, and maintain service quality.
• Act as the first point of escalation, resolve issues efficiently, and ensure professional client interactions.

Skills

Team Leadership

Customer Service

Performance Monitoring

Coaching

Interpersonal Skills

Education

Matric (NQF 4)

National Certificate in Customer Service Management

Tools

CRM Systems

Contact Centre Tools

Job description

Overview

Are you a people-first leader with a passion for customer service, team development, and operational excellence? Join our team and lead a high-performing contact centre unit where service, quality, and values come together.

Education

• Matric (NQF 4) – Essential
• National Certificate in Customer Service Management – Recommended

Experience

• Minimum 5 years’ experience as a Team Leader in a frontline or contact centre environment.
• Proven ability to manage teams handling inbound calls and face-to-face client interactions
• Strong background in Financial services customer service / Employee benefits experience – Essential
• Skilled in setting performance targets, streamlining processes, and managing multi-service environments
• Exceptional interpersonal, coaching, and team management skills

Key Responsibilities

• Lead & Support Your Team: Provide daily coaching, mentoring, and supervision to foster a collaborative, client-focused culture
• Drive Performance: Monitor KPIs, identify skill gaps, and implement training strategies to meet performance targets
• Manage Operations: Oversee national switchboard and reception, ensure workload balance, and maintain service quality
• Enhance Customer Experience: Act as the first point of escalation, resolve issues efficiently, and ensure professional client interactions
• Ensure Data Integrity: Manage visitor logs, agent reports, and quality tracking tools as well as reporting
• Compliance & Governance: Ensure full adherence to company policies, procedures, and POPIA regulations

Treating Customers Fairly (TCF)

• Identify and pursue opportunities aligned with TCF principles
• Maintain strong client relationships and act as a brand ambassador for Alexforbes
• Model ethical behaviour and contribute to a positive, inclusive workplace culture

Development & Leadership

• Participate in training, coaching, and professional development
• Mentor and empower team members, fostering continuous growth
• Provide constructive feedback and support performance improvement
• Promote innovation, collaboration, and a culture of excellence

Core Competencies & Skills

• Business Skills: Time management, negotiation, planning, relationship-building, problem-solving
• Functional Skills: Communication, teamwork, adaptability, emotional intelligence, resilience
• People Skills: Active listening, mentoring, delegation, conflict resolution, leadership
• Technical Proficiency: CRM systems, contact centre tools, reporting and analytics
• Quality Awareness: Consistently high standards, attention to detail, and service excellence

Why Join Alexforbes?

At Alexforbes, we don’t just offer jobs - we build careers. Here’s what makes us stand out:

Growth & Development:

• Bursary and Leadership Development Programmes to help you grow professionally.
• E-Learning Forums and continuous learning opportunities.
• Financial Planning Support tailored for staff.

Rewarding Performance:

• Total Rewards Package: Competitive short- and long-term incentives.
• Power Of One: Monetary recognition for outstanding performance.
• Lead Incentives & Referral Bonuses for helping us grow our talent pool.

Comprehensive Benefits:

• Retirement Fund Contributions starting at 13% of CTC.
• Group Risk Cover: Funeral, Dread Disease, and Life Insurance.
• Medical & Gap Cover: 100% of CTC with Discovery/Bonitas (Mandatory unless you are a dependent).

Work-Life Balance:

• Flexible Ways of Work: Hybrid work model to suit your lifestyle.
• Connectivity Benefit: Wi-Fi allowance.
• Employee Wellness & Assistance Programmes to support your wellbeing.
• My Savings Account to help you plan for the future.

Join a company that values its people, invests in their growth, and rewards excellence. Be part of a team that’s shaping the future of financial services.