Lead Contact Center: Hybrid, Performance-Driven Coach

Alexforbes; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A financial services company based in Johannesburg seeks a Team Leader for their contact centre. The ideal candidate has over 5 years' experience, excels in customer service, and possesses strong coaching skills. Responsibilities include managing team performance and ensuring high-quality client interactions. Join a company that values personal development and offers a hybrid work model along with competitive benefits.

Benefits

Bursary and Leadership Development Programmes

Financial Planning Support

Flexible Ways of Work

Wi-Fi allowance

Employee Wellness Programs

Qualifications

• Essential: 5+ years’ experience as a Team Leader in a contact centre environment.
• Strong background in financial services customer service.
• Exceptional interpersonal, coaching, and team management skills.

Responsibilities

• Provide daily coaching and supervision to foster a client-focused culture.
• Monitor KPIs and implement training strategies to meet performance targets.
• Oversee operations of the national switchboard and ensure service quality.

Skills

Team leadership

Customer service

Operational excellence

Interpersonal skills

Coaching

Performance management

Conflict resolution

Education

Matric (NQF 4)

National Certificate in Customer Service Management

Tools

CRM systems

Contact centre tools

Job description

A financial services company based in Johannesburg seeks a Team Leader for their contact centre. The ideal candidate has over 5 years' experience, excels in customer service, and possesses strong coaching skills. Responsibilities include managing team performance and ensuring high-quality client interactions. Join a company that values personal development and offers a hybrid work model along with competitive benefits.