Customer Experience Team Lead – Coaching & Growth

Capita; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading contact centre service company in Cape Town seeks a Team Leader to manage a team of Customer Experience Advisors. Responsibilities include coaching, performance management, and ensuring adherence to client KPIs. Ideal candidates will have 2 years of experience in a similar role, knowledge of contact centre operations, and strong leadership skills. This permanent role offers a full-time contract with competitive benefits.

Benefits

Competitive Basic salary

Medical Aid

Provident fund, Group life, funeral, and disability benefit

Annual Performance Incentive

Global Colleague Networks

Community Engagement

Annual Leave

International Exposure

Development and Growth

Qualifications

• 2 years Team Leader experience within Contact Centre.
• Previous utilities experience is essential.
• Sales experience is advantageous.
• Knowledge of Contact Centre processes, methodologies, systems, and technologies.

Responsibilities

• Manage and lead a team of advisors to exceed customer expectations.
• Coach and develop team members to achieve performance targets.
• Ensure team delivers in line with client and company values.
• Implement Capita policies and manage Health & Safety incidents.

Skills

Empathy

Leadership

Relating and networking

Strong administrative skills

Persuading and influencing

Creating and Innovation

Coping with pressures and setbacks

Education

Matric (Completed)

Job description

A leading contact centre service company in Cape Town seeks a Team Leader to manage a team of Customer Experience Advisors. Responsibilities include coaching, performance management, and ensuring adherence to client KPIs. Ideal candidates will have 2 years of experience in a similar role, knowledge of contact centre operations, and strong leadership skills. This permanent role offers a full-time contract with competitive benefits.