Team Leader

Hinduja Global Solutions Limited; Cape Town; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A global leader in customer experience management is seeking a Team Leader for its Cape Town office. The ideal candidate will lead a team of Customer Service Advisors in a fast-paced contact centre environment, focusing on team management, coaching, and performance. Strong leadership, communication skills, and experience in a contact centre are essential. This on-site role offers competitive salary and benefits.

Benefits

Competitive Salary

Annual leave entitlement: 15 days upon commencement

Medical and Retirement Allowance

Life and Disability Cover

Qualifications

• Demonstrated experience in a team management role within a contact centre environment.
• Strong leadership and motivational skills with proven coaching and performance management experience.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills.

Responsibilities

• Lead a high-performing group of Customer Service Advisors.
• Handle daily team management and coaching.
• Manage escalations and ensure service targets are met.

Skills

Leadership

Coaching

Performance Management

Problem Solving

Interpersonal Skills

Tools

CRM systems

MS Office

Excel

Job description

HGS Cape Town, Western Cape, South Africa

Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of experience providing services.

Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations.

As we navigate the digital era, we strive to revolutionize customer experiences, equipping our clients with a significant competitive advantage. Team Leader – Contact Centre

Join our team in Cape Town as a Team Leader and lead a high-performing group of Customer Service Advisors in a fast-paced contact centre environment.

This on-site role is perfect for a people-centric leader who thrives on motivating teams, driving performance, and delivering exceptional service.

You will be responsible for daily team management, coaching, handling escalations, and ensuring service targets are consistently met or exceeded.

If you’re passionate about team success and want to grow your leadership career in a global BPO, this role is for you.

HGS Champions a Coaching Culture

HGS is dedicated to fostering a culture of coaching where continuous learning and development are integral to everyday life.

Our coaching culture empowers employees to achieve their full potential, with support from colleagues, managers, and mentors, through feedback, mentorship, and diverse learning opportunities.

Why Choose Us?

HGS is a global leader in customer experience management.

With more than 18, employees across nine countries, our mission is to make our clients more competitive by providing exceptional experiences.

Powered by a people-first philosophy and experience serving over 1, of the world's leading brands, HGS is the perfect place to build your future!

Benefits

Competitive Salary

Annual leave entitlement: 15 days upon commencement, 17 days after 2 years, and 20 days after 5 years

Medical and Retirement Allowance (Company Contribution)

Life and Disability Cover (Company Contribution)

What We Are Looking For

Have you led a team in a contact centre or fast-paced service environment?

Are you confident in coaching, motivating, and developing team members?

Do you have strong interpersonal skills and the ability to manage performance effectively?

Can you handle customer escalations while maintaining high service standards?

Are you confident working with reporting tools like Excel and delivering on SLAs?

Requirements

Demonstrated experience in a team management role within a contact centre environment.

Strong leadership and motivational skills with proven coaching and performance management experience.

Excellent problem-solving and decision-making abilities.

Strong communication and interpersonal skills with the ability to build relationships with clients and stakeholders.

Proficiency in IT skills, for CRM systems and MS Office.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and equity.

HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information, or for any other reason prohibited by law in employment.

We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.