Support Agent Team Leader

Tower Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading support services company in Cape Town is looking for a Support Agent Team Leader. This individual will oversee daily operations, ensuring exceptional customer service and efficient query resolution. Key responsibilities include team leadership, data analysis, process optimization, and training development. The ideal candidate should have a diploma in Business Administration and at least 2–4 years of leadership experience in customer support. This role requires strong analytical skills and effective communication, making a significant impact on customer satisfaction and service improvement.

Qualifications

• 2–4 years of experience in a leadership role within customer support.
• Strong analytical skills with proficiency in reporting tools.
• Ability to manage conflicts and communicate effectively.

Responsibilities

• Supervise and motivate support agents to meet performance goals.
• Ensure quality customer responses via multiple channels.
• Analyze data to track KPIs and generate reports.
• Optimize processes by identifying workflow bottlenecks.
• Conduct training to enhance product knowledge and skills.
• Manage escalated customer issues for timely resolution.
• Collaborate with departments to resolve recurring issues.

Skills

Leadership in customer support or contact center environment

Analytical and reporting skills

Communication and conflict resolution skills

Experience with CRM or ticketing systems

Data-driven mindset

Education

Diploma or Degree in Business Administration or Operations

Certification in Customer Experience or Data Analytics

Tools

Excel

Google Sheets

Power BI

Tableau

e.Cue

Job description

Position Info

Role Purpose

The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations.

Key Responsibilities

• Team Leadership: Supervise, coach, and motivate support agents to achieve individual and team performance goals.
• Customer Experience: Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
• Data Analysis & Reporting: Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
• Process Optimization: Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
• Training & Development: Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
• Escalation Management: Handle complex or high-priority customer issues and ensure timely resolution.
• Cross-Department Collaboration: Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.

Key Performance Indicators (KPIs)

• Average response and resolution time
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Ticket backlog and closure rates
• Agent productivity and adherence scores
• Data accuracy and reporting timeliness

Skills & Competencies

• Proven leadership in a customer support or contact center environment (2–4 years)
• Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau)
• Excellent communication and conflict resolution skills
• Experience with CRM or ticketing systems (e.Cue)
• Data-driven mindset with a continuous improvement focus

Qualifications

• Diploma or Degree in Business Administration, Operations, or related field
• Certification in Customer Experience or Data Analytics is advantageous