Team Lead & Coach: Drive Performance & Growth

Teleperformance; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading global BPO company is seeking a Team Leader in Cape Town to inspire and develop a team of agents. The role involves managing daily operations, coaching agents to meet performance targets, and ensuring quality customer interactions. Candidates should have 2-3 years of experience in a supervisory role within the BPO industry and proven coaching skills. This position offers an opportunity to drive team productivity in a dynamic environment.

Qualifications

• 2-3 years experience as an Operations Supervisor within the BPO Industry.
• Proven Coaching experience.
• Proficiency with ServiceNow or similar ticketing systems.

Responsibilities

• Manage daily team operations using the TOPS model.
• Coach, motivate, and develop agents to meet performance targets.
• Monitor agent interactions and provide feedback.

Skills

Coaching

Communication

Analytical Thinking

Team leadership

Problem-solving

Education

Matric or Equivalent

Tools

ServiceNow

Microsoft Office

Job description

A leading global BPO company is seeking a Team Leader in Cape Town to inspire and develop a team of agents. The role involves managing daily operations, coaching agents to meet performance targets, and ensuring quality customer interactions. Candidates should have 2-3 years of experience in a supervisory role within the BPO industry and proven coaching skills. This position offers an opportunity to drive team productivity in a dynamic environment.