Front Office Team Lead

Hire Resolve; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading travel insurance company is seeking a Front Office Team Leader to manage a team of customer service agents. You will ensure exceptional service delivery and foster a positive culture in a fast-paced environment. The ideal candidate has claims handling experience and a strong background in contact center operations. Competitive salary based on experience.

Qualifications

• Experience as a Team Leader or Supervisor in a contact or call centre environment.
• Strong understanding of multi-channel service environments.
• Demonstrated ability to lead and develop high-performing teams.

Responsibilities

• Lead and motivate a team of front office agents.
• Monitor team performance against set KPIs.
• Manage daily team operations including scheduling.

Skills

Team Leadership

Communication Skills

Analytical Skills

Problem-solving

CRM Systems Proficiency

Conflict Resolution

Education

Relevant tertiary qualification

APA qualification (advantageous)

Tools

Contact Centre Technology

Reporting Tools

Job description

A leading travel insurance company is seeking a Front Office Team Leader with claims handling experience to join its dynamic operations team. This is an exciting opportunity for an experienced leader to manage a team of customer service agents, ensuring the consistent delivery of exceptional service across multiple channels. The successful candidate will drive team performance, foster a positive and customer-focused culture, and support continuous improvement initiatives, all within a fast-paced, regulated environment handling insurance claims.

Responsibilities

• Lead, coach, and motivate a team of front office agents to deliver exceptional customer service across all communication channels (voice, email, and digital).
• Monitor team performance against defined KPIs such as quality, productivity, and customer satisfaction.
• Conduct regular coaching sessions, feedback reviews, and performance appraisals to support continuous improvement.
• Manage daily team operations including scheduling, adherence, and attendance to ensure optimal coverage.
• Act as a point of escalation for complex queries, complaints, and technical issues, ensuring timely and effective resolution.
• Collaborate with Quality Assurance, Training, and Workforce Planning teams to enhance agent performance and process efficiency.
• Facilitate regular team meetings and one-on-one check-ins to communicate business goals, updates, and performance trends.
• Identify opportunities for process, system, and service improvements to enhance the customer experience.
• Foster a positive, inclusive, and high-performance culture focused on accountability and teamwork.
• Ensure compliance with all company policies, quality standards, and regulatory requirements.

Requirements

• Proven experience as a Team Leader or Supervisor in a contact or call centre environment, ideally within insurance, travel, or claims operations.
• Strong understanding of multi-channel service environments (voice, chat, and digital).
• Demonstrated ability to lead, inspire, and develop high-performing teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Highly analytical and data-driven, with the ability to interpret performance metrics and implement improvements.
• Strong problem-solving and decision-making skills under pressure.
• Proficient in contact centre technology, CRM systems, and reporting tools.
• Knowledge of workforce planning, scheduling, and forecasting principles.
• Ability to manage multiple priorities and deliver results in a fast-paced, regulated environment.
• Displays resilience, professionalism, and a customer-first mindset.

Education & Qualifications

• Relevant tertiary qualification or equivalent work experience.
• APA qualification or equivalent (advantageous for regulated environments).

Benefits

• Salary: Based on experience and qualifications.
• Contact Hire Resolve for your next career-changing move today
  • Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
  • You can also visit the Hire Resolve website: hireresolve.us or email us your CV: [e-mail]
  • Please use "Front Office Team Lead" as your subject line when applying via email
  • We will contact you telephonically in 3 days should you be

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About Hire Resolve

Hire Resolve removes the stress of the career search by understanding you as an individual. We take more than just your qualifications into account, considering factors like your salary and benefits expectations as well as your preferred workplace culture to ensure that we find the perfect opportunities to meet your unique needs.

As a specialist recruitment agency, we focus on the Engineering, Finance, IT, Mining, Manufacturing, and Logistics industries. Our team of recruitment consultants is well-versed and highly networked in the industries in which they operate and are dedicated to ensuring that every placement is a perfect fit.