Team Leader

HGS; Cape Town; On-site; ZAR 350 000 - 450 000; Full time

Job summary

A leading global customer experience company is seeking an experienced Team Leader in Cape Town. In this role, you will guide a bilingual customer service team, enhance their performance in a fast-paced contact centre environment, and assist with logistics support to clients in Canada. You should be fluent in French and English, have strong leadership skills, and adeptly manage operations while driving service quality and continuous improvement initiatives.

Benefits

Competitive salary

Shift allowance: R1,500 per month

Monthly Variable bonus accrual: 10%

Medical Allowance

Life and Disability cover: x3 annual salary

Fully funded transport home after shift

Qualifications

• Demonstrated experience in team management, preferably in a contact center or BPO environment.
• Exceptional multi-tasking skills and an adaptable, fast learning attitude.

Responsibilities

• Lead a bilingual customer service team delivering logistics support.
• Coach team performance and manage day-to-day operational delivery.
• Act as the first point of escalation for complex cases.

Skills

Fluent in French

Fluent in English

Leadership experience

Coaching and developing others

Data awareness

Tools

CRM systems

Google Maps

Tracking systems

Job description

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

Are you fluent in French and English and ready to take the next step into leadership within a fast-paced contact centre environment? This opportunity is for an experienced Team Leader to support and guide a bilingual customer service team delivering last-mile logistics support to customers across Canada, right from our site in Cape Town. You will lead a team handling inbound calls, emails and live chat, supporting customers with time-sensitive delivery enquiries. The focus is on coaching performance, managing day-to-day operational delivery, and acting as the first point of escalation for complex or sensitive cases. You will play a key role in maintaining service quality, identifying trends, and driving continuous improvement across customer experience and team capability.

Please note: You must be based in Cape Town, South Africa, for this on site opportunity for fluent French/English speakers only.

Why choose us?

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Plus, Working With HGS Comes With Benefits Like

• Competitive salary
• Shift allowance: R1,500 per month
• Monthly Variable bonus accrual: 10%
• Medical Allowance
• Life and Disability cover: x3 annual salary
• Fully funded transport home after shift

What We Are Looking For

• Are you an experienced people leader who enjoys coaching and developing others?
• Do you stay calm under pressure and confidently manage escalations and competing priorities?
• Are you data-aware, able to spot trends and use insight to improve performance and service quality?
• Do you thrive in a fast-paced, operational environment where customer experience and team performance go hand in hand?

If you are motivated by helping others succeed, improving how things work, and leading from the front, this could be the right next step.

Requirements

• Fluent verbal and written communication skills in both French and English
• Demonstrated experience in team management, preferably in a contact center or BPO environment
• Strong leadership and motivational skills, with external clients and internal stakeholders.
• Technologically proficient for multi-systems (google maps, CRM, tracking systems)
• Exceptional multi-tasking skills and an adaptable, fast learning, and motivated to excel in performance targets.
• Please note that if a visa is required to work in South Africa, only visas obtained directly through the Department of Home Affairs will be accepted. Visas acquired through third-party agents will not be considered.

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, genetic information or 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.