Night-Shift Team Lead, Customer Services

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 350,000 - 480,000; Full time

Job summary

TIH, a leading South African financial services group, seeks a Team Lead: Customer Services for the Night Shift as part of its 2027 Talent Pool. You will supervise a contact center team, coach staff, and ensure CRM data integrity while driving customer satisfaction and performance metrics.

The role requires 3-5 years of management in call centres, experience in financial services is advantageous, and a Grade 12 SAQA equivalent.

Qualifications

• 3-5 years management experience in call centre sales/customer service environment (Essential)
• Experience in Financial Services industry (Advantageous)
• 3 or more years call centre supervision/ General sales management/People Management experience (Essential)

Responsibilities

• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
• Use the organisation's formal development framework to identify the team's individual development needs; plan and implement actions to build capabilities.
• Provide training or coaching to others in own area of expertise to enable others to improve performance.
• Enter customer information gathered through research or direct customer contact into the CRM system to ensure quality data for retention and development.
• Ensure direct reports maintain up-to-date CRM data, identifying and resolving issues.
• Explain local action plan to support team members and how it relates to broader business goals; motivate people to achieve local targets.
• Respond to personal objectives and use performance management systems to improve performance; monitor team performance.
• Act as first-line supervisor of a team providing operational support and help achieve targets in productivity/turnaround times.
• Help manage customer relationships using relevant systems.
• Collect and interpret data and transform into readable reports.
• Identify shortcomings in processes and use change management to address them.
• Identify non-compliance with policies/procedures and escalate as appropriate.
• Respond to requests via telephonic conversations or emails from stakeholders.
• Develop own capabilities through training and ongoing education.

Skills

People management

Call centre experience

Customer service

Education

Grade 12/ SAQA Accredited Equivalent

Job description

TIH, a leading South African financial services group, seeks a Team Lead: Customer Services for the Night Shift as part of its 2027 Talent Pool. You will supervise a contact center team, coach staff, and ensure CRM data integrity while driving customer satisfaction and performance metrics.

The role requires 3-5 years of management in call centres, experience in financial services is advantageous, and a Grade 12 SAQA equivalent.