Contact Centre Team Leader

Kazang Connect; Johannesburg; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in Johannesburg is seeking a dynamic Contact Centre Team Leader to manage operations and drive performance. The ideal candidate will possess strong leadership skills and a passion for exceptional customer service. Responsibilities include monitoring team performance, managing escalations, and fostering a positive team environment. This role requires meticulous attention to detail and the ability to thrive under pressure.

Qualifications

• Proven Contact Centre and Client Services experience.
• Demonstrated leadership experience, including performance management.

Responsibilities

• Monitor and manage daily, weekly, and monthly reports.
• Lead the team’s daily operations, ensuring effective response times.
• Identify operational inefficiencies and implement corrective actions.

Skills

Customer Service Orientation

Problem Solving

Conflict Management

Organisational Skills

Leadership

Education

Matric (Grade 12)

Job description

Contact Centre Team Leader required in Johannesburg.

We are seeking a dynamic and results-driven Contact Centre Team Leader to oversee the daily operations of our Contact Centre team.

This role is responsible for managing escalations, ensuring SLA adherence, and driving a high-performance culture through coaching, motivation, and continuous service improvement.

The ideal candidate is a hands-on leader with strong operational insight and a passion for delivering exceptional customer service.

Key Responsibilities:

• Monitor and manage daily, weekly, and monthly reports, including:
  • Team performance (punctuality, phone and ticket SLA)
  • Root cause analysis (query types, recurring vendor issues)
  • Major outages impacting the Contact Centre
  • Voucher reversal tracking
• Identify operational inefficiencies and implement corrective actions
• Compile and manage staff rosters (leave, training, scheduling)
• Lead the team’s daily operations, ensuring effective response times and issue resolution
• Collaborate with the 2IC team to manage queue activity and inbound call volumes
• Maintain awareness of real-time metrics (calls waiting, abandonment rate, etc.)
• Foster a positive team environment through effective communication and motivation
• Partner with internal teams (QA, Trainer, etc.) to review and refine processes and procedures
• Support management with ad-hoc projects and operational initiatives
• Conduct regular 1:1 sessions and team feedback meetings
• Take ownership of complex escalations unresolved by Level 1 or 2IC teams
• Participate in the standby roster
• Fulfil additional responsibilities as required based on business needs

Minimum Requirements:

• Matric (Grade 12)
• Strong computer literacy
• Proven Contact Centre and Client Services experience
• Demonstrated leadership experience, including performance management
• Financial exposure (e.g., handling investigations, debtors/creditors)

Behavioural Competencies:

• Meticulous attention to detail and accuracy
• Exceptional customer service orientation
• Motivated, proactive with a positive, can-do attitude
• Professional, yet personable
• Strong organisational skills with the ability to draft/review procedures
• Able to remain calm and perform under pressure
• Conflict management and problem-solving capabilities
• Ownership mentality – able to manage escalations through to resolution
• Reliable transport – this is a non-negotiable requirement
• Excellent verbal and written communication skills
• Creative and innovative thinker
• Resilient under tight deadlines and changing priorities