Team Leader

Concentrix - CA; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer service company is seeking a Team Leader in Cape Town to oversee a group of call center associates. In this role, you will ensure the team meets performance metrics and provide coaching and motivation. Strong communication skills, flexibility, and the ability to lead a team are essential. The ideal candidate should have experience in international collections and prior team leadership. This full-time position promotes a supportive work environment with opportunities for development.

Qualifications

• Minimum 6 months international collections experience advantageous.
• Team Leader experience preferred.
• Ability to mentor, coach and provide direction to a team.

Responsibilities

• Supervise a group of call center associates.
• Coach direct reports on performance metrics weekly.
• Ensure customer service meets KPIs and financial expectations.

Skills

Coaching skills

Performance management

Strong communication skills

Multitasking

Job description

Job Title: Team Leader

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions / Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Candidate Profile

• Minimum 6 months international collections experience advantageous.
• Team Leader experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead team in multitasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Location

ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Time Type

Full time (2025-12-29)

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