Customer Service Team Lead: Coaching & Operations

Telesure Investment Holdings (TIH)

Johannesburg

On-site

ZAR 350,000 - 520,000

Full time

2 days ago

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Job summary

TIH (Telesure Investment Holdings) is seeking an experienced Contact Centre team supervisor to drive performance and coach staff toward targets. You will oversee daily operations, ensure data quality in the CRM, and align actions with the broader business plan.

A background in financial services is advantageous, with emphasis on leadership and customer outcomes. The role focuses on people development, operational efficiency, and compliant process execution within a high‑volume environment.

Qualifications

3–5 years management experience in a call centre sales/customer service environment.
Experience in Financial Services industry is advantageous.
3+ years in call centre supervision/general sales management/people management.
Strong leadership and coaching to drive targets and performance.

Responsibilities

Supervise a team or teams within the Contact Centre to drive outcomes.
Identify development needs and coach team members to improve performance.
Enter customer data into the CRM system to maintain accurate records.
Explain local action plans and motivate the team to achieve goals.
Monitor performance and implement corrective actions to ensure quality and timeliness.
Maintain strong customer relationships and ensure customer satisfaction.