Customer Service Team Lead - Elevate Experience & Performance

Tenacity Financial Services; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Tenacity Financial Services seeks a capable Team Leader to manage a Customer Service Agents team in Cape Town. The role focuses on achieving service levels, delivering positive customer experiences and balancing people management with operational needs.

You will supervise daily operations, coach staff, handle performance reviews, manage attendance and leave, and ensure resources and tools support the team. Strong emphasis on QA, fraud detection awareness and timely incident handling.

Qualifications

• Experience leading a team in a customer service environment.
• Ability to coach, mentor and develop agents for performance improvement.
• Strong understanding of KPI-driven management and QA processes.

Responsibilities

• Supervise, lead and performance manage a team of agents.
• Drive client service objectives and service levels.
• Ensure adherence to procedures and provide guidance for improvements.
• Develop programs to improve productivity and first call resolution.
• Monitor and report on team performance and KPIs.
• Handle team administration, attendance, leave and payroll handoffs.
• Recruitment practices and ensuring adequate resources for the team.

Skills

Leadership

Coaching

Performance management

Customer service

WFM & scheduling

QA & metrics

Training & development

Job description

Tenacity Financial Services seeks a capable Team Leader to manage a Customer Service Agents team in Cape Town. The role focuses on achieving service levels, delivering positive customer experiences and balancing people management with operational needs.

You will supervise daily operations, coach staff, handle performance reviews, manage attendance and leave, and ensure resources and tools support the team. Strong emphasis on QA, fraud detection awareness and timely incident handling.