Team Lead

UnifyCX; Ballito; On-site; ZAR 240,000 - 320,000; Full time

Job summary

UnifyCX in Ballito, South Africa, is seeking a Call Center Team Lead to guide a motivated customer service team. You will manage daily operations, coach agents, and ensure service levels while delivering exceptional customer experiences.

Responsibilities include performance monitoring, training, scheduling, and collaborating with other departments to drive efficiency. A bachelor’s degree is preferred, with at least five years in call centers and one year in supervision.

Qualifications

• Bachelor’s degree in a related field is preferred but not required.
• Minimum 5 years of call center or BPO experience, with ≥1 year in supervision.
• Strong leadership, communication, and interpersonal skills.
• Proficiency with call center software and CRM systems.
• Sales experience in a call center environment and data-driven decision making.

Responsibilities

• Oversee and coach a team of call center representatives to ensure excellent service.
• Monitor and evaluate performance, conduct regular meetings, and manage scheduling.
• Track KPIs (call volume, handle time, satisfaction) and report to management.
• Handle escalated issues and ensure adherence to policies.
• Train new team members and develop ongoing coaching plans.
• Drive operational efficiency through process improvements and cross-department collaboration.

Skills

Team leadership

Communication

CRM systems

Sales experience in call center

Data analysis

Problem solving

Education

Bachelor’s degree in Business Administration, Management, or a related field

Tools

Call center software

CRM systems

Job description

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

A culture that values collaboration, creativity, and diversity

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

Our Foundation: GlowTouch & Collective Solution

UnifyCX is born from the integration of GlowTouch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Explore Opportunities

Ready to join us? Check out our current openings below.

Location: Ballito, South Africa

Remote Status: On-Site

Job Id:4650

# of Openings:1

UnifyCXis growing and we are looking for aCall Center Team Leadto join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

What Will You Do?

TheCall Center Team Leadis responsible for overseeing and guiding a team of customer service representatives to ensure exceptional service delivery and operational efficiency. This role involves managing daily operations, monitoring performance, providing coaching and support, and addressing complex customer inquiries. The Team Lead will play a pivotal role in achieving the team's goals and maintaining high customer satisfaction levels.

Key Responsibilities:

• Team Management:
  • Supervise and support a team of call center representatives.
  • Conduct regular team meetings and one-on-one coaching sessions.
  • Monitor and evaluate team performance, providing constructive feedback and guidance.
  • Manage scheduling and ensure adequate coverage to meet service level targets.
• Performance Monitoring:
  • Track key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction scores.
  • Analyze performance data and prepare reports for management review.
  • Implement and oversee performance improvement plans as needed.
• Handle escalated customer issues and resolve complex inquiries.
• Ensure adherence to company policies and procedures for handling customer interactions.
• Foster a customer-centric culture within the team.
• Training and Development:
  • Onboard and train new team members, ensuring they understand job responsibilities and performance expectations.
  • Identify training needs and work with management to develop and implement training programs.
• Operational Efficiency:
  • Implement process improvements to enhance team productivity and service quality.
  • Collaborate with other departments to address operational challenges and implement solutions.
• Reporting and Documentation:
  • Maintain accurate records of team performance and incidents.
  • Prepare and present reports on team performance and operational metrics to upper management.

Who Are You?

• Education:Bachelor’s degree in Business Administration, Management, or a related field preferred but not required.
• Experience:Minimum of 5 years of experience in a call center or BPO environment, with at least 1 year in a supervisory or team lead role.
• Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in call center software and CRM systems.
  • Prior Sales experience in a call center environment.
  • Ability to analyze data and derive actionable insights.
  • Problem-solving skills and the ability to handle high-pressure situations.
• Attributes:
  • Motivated and results-driven.
  • Empathetic with a customer-focused mindset.
  • Strong organizational and multitasking skills.

Who We Are:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

Reports to:Operations Manager

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.