Customer Call Centre Lead — 9-Month Contract

Affirmative Portfolios; Centurion; On-site; ZAR 602,000 - 736,000; Full time

Job summary

Affirmative Portfolios is seeking a Team Leader for the Customer Call Centre in Centurion on a fixed-term 9-month contract. The role focuses on supervising daily operations, guiding staff, and addressing escalated claims while ensuring prompt, effective service to clients.

The successful candidate will have a relevant degree or diploma, 5 years in a call centre with 2 years in supervision, and the ability to manage performance and stakeholder relationships within the centre.

Qualifications

• Bachelor’s degree or advanced diploma in communications, marketing or customer care related field.
• Call centre qualification is advantageous.
• Minimum 5 years in a call centre environment, with at least 2 years in supervision.

Responsibilities

• Supervise the call centre and manage escalated queries and complaints.
• Ensure end-to-end call centre service to claimants and monitor SLA performance.
• Prepare and analyze performance and reporting for the centre.
• Coach and develop staff, conduct reviews and manage performance contracts.

Education

Bachelor’s Degree/ Advanced Diploma in Communications or Marketing or Customer Care related qualification

Call centre qualification (advantageous)

Tools

PowerPoint

Excel

Word

MS Project

Job description

Affirmative Portfolios is seeking a Team Leader for the Customer Call Centre in Centurion on a fixed-term 9-month contract. The role focuses on supervising daily operations, guiding staff, and addressing escalated claims while ensuring prompt, effective service to clients.

The successful candidate will have a relevant degree or diploma, 5 years in a call centre with 2 years in supervision, and the ability to manage performance and stakeholder relationships within the centre.