Customer Service Team Lead - Operations & Analytics

EXL; Cape Town; On-site; ZAR 279,000 - 446,400; Full time

Job summary

A leading service company in Cape Town is seeking a team manager to oversee and enhance team performance in a call center. The role includes managing team dynamics, monitoring performance metrics, and ensuring adherence to quality standards. Candidates should possess strong leadership abilities and experience in developing strategies to improve employee satisfaction while effectively handling customer complaints. The position requires flexibility and the capacity to work well under pressure, particularly within a diverse environment.

Qualifications

• Experience in managing teams in a call center environment.
• Strong leadership and communication skills.
• Ability to evaluate performance and provide constructive feedback.

Responsibilities

• Manage teams and ensure quality and productivity targets are met.
• Develop strategies for reducing attrition and improving employee satisfaction.
• Track and report on team performance metrics.

Job description

A leading service company in Cape Town is seeking a team manager to oversee and enhance team performance in a call center. The role includes managing team dynamics, monitoring performance metrics, and ensuring adherence to quality standards. Candidates should possess strong leadership abilities and experience in developing strategies to improve employee satisfaction while effectively handling customer complaints. The position requires flexibility and the capacity to work well under pressure, particularly within a diverse environment.