Customer Experience Team Manager | Cape Town

The Recruitment Council; Cape Town; Hybrid; ZAR 420,000 - 540,000; Full time

Job summary

The Recruitment Council is hiring a Customer Experience Team Manager to lead a multi-channel contact centre in South Africa. You will inspire, coach and manage agents to deliver exceptional service while aligning KPIs and performance data with business goals.

Applicants should have proven leadership in medium-sized call centres, strong data interpretation skills, and experience with CD/WFO and CRM reporting tools. This hybrid role requires excellence under pressure and a customer-focused mindset.

Qualifications

• Proven leadership in a medium-sized call centre or contact centre.
• Experience managing multi-channel customer service environments.

Responsibilities

• Lead, motivate, and manage agents to deliver outstanding service and drive KPIs.
• Provide regular coaching and development opportunities to the team.
• Oversee scheduling, attendance, and forecast-driven staffing to ensure coverage.
• Handle complex queries, complaints, and escalations with timely resolutions.
• Ensure compliance with quality, regulatory, and procedural standards.

Skills

People management

Coaching

Data-driven

Multi-channel service

Tools

CD/WFO

CRM platforms

Job description

Are you an inspirational leader with a proven ability to manage, motivate, and coach a team to deliver exceptional customer service across all communication channels?

A Global Leader in innovative travel and insurance solutions (serving over 400 million consumers worldwide) is seeking an experienced Customer Experience Team Manager to lead their multi-channel contact centre operations. This pivotal role is responsible for driving both individual and team performance against key metrics in a high-performing, industry-leading environment.

If you have a strong background in a medium-sized sales, service, and claims call centre, and excel at interpreting performance data, this is your chance to make a significant impact on our global customer experience.

Responsibilities:

• Performance Management: Lead, motivate, and manage agents to deliver outstanding service. Monitor team performance against KPIs (e.g., call handling time, customer satisfaction, quality scores) and drive continuous improvement.
• Coaching & Development: Provide regular coaching, feedback, and development opportunities to build a high-performing team.
• Operational Coordination: Manage team scheduling, adherence, and attendance to ensure optimal resource coverage. This requires a strong understanding of workforce management, forecasting, and scheduling.
• Service & Escalations: Act as a referral point for complex queries, complaints, and technical issues, ensuring timely and effective resolution.
• Compliance & Standards: Ensure all quality, regulatory, and procedural documentation is maintained. You must adhere to relevant regulatory Conduct rules and maintain a Duty of Responsibility for all managed activities.

Experience:

• Proven experience in a similar team leader or supervisor role within a medium-sized sales/service and claims call/contact centre.
• Experience managing multi-channel customer service environments is also required.

Skills:

• Strong people management, coaching skills, and the ability to inspire and lead by example.
• You must be data-driven, capable of interpreting performance metrics, and taking appropriate action.

Technical:

• Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools.

Mindset:

• Excellent communication, strong problem-solving abilities, and a calm, customer-focused approach under pressure.

Environment:

• Comfortable working in a hybrid and regulated environment.