Roadside Call Centre Team Lead: Coaching & Performance

Talent Evolution (Pty) Ltd; Roodepoort; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Talent Evolution (Pty) Ltd Roodepoort seeks a Call Centre Team Leader (Roadside / Emergency Services) to manage the Road team, ensuring service levels and turnaround times are met while maintaining productivity, service and quality standards.

You will lead, coach and motivate the team, monitor performance, and implement corrective actions. Strong reporting on call centre metrics will support continuous improvement and customer satisfaction.

Qualifications

• Minimum 2 years' contact centre experience, specifically within Roadside Assistance.
• Minimum 1 year's experience at 2IC level within a similar contact centre environment would be advantageous.
• Call Centre Management qualification at NQF Level 4 would be advantageous.
• Excellent knowledge of relevant systems and products.
• Proficiency in English and Afrikaans.
• Proficiency in at least one additional indigenous South African language would be advantageous.

Responsibilities

• Lead and manage day-to-day activities of the Roads team to meet service levels and turnaround times.
• Monitor performance, quality and productivity; implement corrective actions.
• Coach and develop team members to improve service delivery and engagement.
• Analyse call centre metrics and prepare timely reports to support decision-making.

Skills

Team leadership

Coaching

Performance management

Communication

Problem-solving

Customer service orientation

Reporting & analytics

Education

Grade 12

Call Centre Management qualification (NQF 4)

Tools

MS Office

Windows

Job description

Talent Evolution (Pty) Ltd Roodepoort seeks a Call Centre Team Leader (Roadside / Emergency Services) to manage the Road team, ensuring service levels and turnaround times are met while maintaining productivity, service and quality standards.

You will lead, coach and motivate the team, monitor performance, and implement corrective actions. Strong reporting on call centre metrics will support continuous improvement and customer satisfaction.