Team Lead: Customer Services A&G Australia (Night Shift) 2027 Talent Pool

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

Team Lead: Customer Services A&G Australia (Night Shift) 2027 Talent PoolWe use cookies to make the safest and most effective website possible.# Careers## Team Lead: Customer Services A&G Australia (Night Shift) 2027 Talent PoolApply: Gauteng, Johannesburg: Full time: Posted Today: End Date: November 20, 2026 (9 days left to apply): JR105654## **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.****Job Purpose**To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.**Responsibilities**Operations ManagementSupervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.Organisational Capability BuildingUse the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.Customer Relationship Management (CRM) DataEnter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.Leadership and DirectionExplain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.Performance ManagementRespond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.Customer ServiceAct as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.Ensure effective customer relationships and maintain customer satisfaction at all times.Customer ManagementHelp manage customer relationships by using relevant systems.Insights and ReportingCollect and interpret relevant data and transform the data collected into meaningful and easy to read reports.Improvement / InnovationIdentify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.Operational ComplianceIdentify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.CorrespondenceRespond to requests and escalated requests usingtelephonic conversation or emails (internal and externalstakeholders).Personal Capability BuildingDevelop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.**Education**Grade 12/ SAQA Accredited Equivalent (Essential)**Experience**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)## **Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.**