Hybrid CX Team Leader - Multi-Channel & Data-Driven

The Recruitment Council; Cape Town; Hybrid; ZAR 420,000 - 540,000; Full time

Job summary

The Recruitment Council is hiring a Customer Experience Team Manager to lead a multi-channel contact centre in South Africa. You will inspire, coach and manage agents to deliver exceptional service while aligning KPIs and performance data with business goals.

Applicants should have proven leadership in medium-sized call centres, strong data interpretation skills, and experience with CD/WFO and CRM reporting tools. This hybrid role requires excellence under pressure and a customer-focused mindset.

Qualifications

• Proven leadership in a medium-sized call centre or contact centre.
• Experience managing multi-channel customer service environments.

Responsibilities

• Lead, motivate, and manage agents to deliver outstanding service and drive KPIs.
• Provide regular coaching and development opportunities to the team.
• Oversee scheduling, attendance, and forecast-driven staffing to ensure coverage.
• Handle complex queries, complaints, and escalations with timely resolutions.
• Ensure compliance with quality, regulatory, and procedural standards.

Skills

People management

Coaching

Data-driven

Multi-channel service

Tools

CD/WFO

CRM platforms

Job description

The Recruitment Council is hiring a Customer Experience Team Manager to lead a multi-channel contact centre in South Africa. You will inspire, coach and manage agents to deliver exceptional service while aligning KPIs and performance data with business goals.

Applicants should have proven leadership in medium-sized call centres, strong data interpretation skills, and experience with CD/WFO and CRM reporting tools. This hybrid role requires excellence under pressure and a customer-focused mindset.