CSR Operations Lead: Drive Team Performance

TELUS Digital; Cape Town; On-site; ZAR 250,000 - 380,000; Full time

Job summary

TELUS Digital in Cape Town is seeking a dedicated Team Leader to oversee a group of customer service representatives in a high-volume call center. You will coach, mentor, and drive performance, ensuring metrics are met or exceeded while maintaining staff morale and process discipline.

You will report to the Operations Manager, analyze performance data, prepare reports, and design incentive schemes to improve service levels for client programs.

Qualifications

• Experience leading a CSR team in a call center environment.
• Ability to coach, mentor and provide performance feedback.
• Data-driven approach to monitoring metrics and improving results.

Responsibilities

• Leads and manages a team of CSR's in call center operations (taking calls, addressing issues, placing sales orders).
• Ensures team members meet or exceed goals daily, weekly, and monthly.
• Conducts performance management activities and feedback meetings.
• Plans, assesses, and delivers regular coaching sessions per performance cycle.
• Sets personal and team goals and assists members to achieve targets.
• Monitors performance, provides coaching, and reviews top/bottom performers.
• Handles escalations and shares knowledge to handle complex calls.
• Delivers training on policy updates and procedures weekly.
• Designs incentive programs and ensures service levels for client programs.
• Gathers data, prepares reports, and maintains transparency on performance.
• Works with HRBP to address grievances and payroll-related concerns.
• Gathers updates on client policies and conducts regular training on changes.

Skills

Team leadership

Coaching & mentoring

Performance management

Call center operations

Data reporting

Payroll basics

Job description

TELUS Digital in Cape Town is seeking a dedicated Team Leader to oversee a group of customer service representatives in a high-volume call center. You will coach, mentor, and drive performance, ensuring metrics are met or exceeded while maintaining staff morale and process discipline.

You will report to the Operations Manager, analyze performance data, prepare reports, and design incentive schemes to improve service levels for client programs.