Team Leader

Convergys; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global technology services leader is looking for a Team Leader in Durban to supervise call center associates. The ideal candidate will coach team performance, manage escalated calls, and ensure KPIs are met. Strong leadership skills, sales experience, and the ability to work under pressure are essential. This role offers the opportunity to develop and mentor a dynamic team in a fast-paced environment.

Qualifications

• Experience as Team Leader or in a similar role.
• Sales experience essential.
• Strong communication skills and ability to work under pressure.

Responsibilities

• Supervise call center associates and monitor attendance.
• Coach team members to achieve performance metrics.
• Identify and address performance issues.

Skills

Strong written and verbal communication skills

Ability to work under pressure

Mentoring and coaching skills

Sales experience

Job description

Overview

Team Leader role – supervise call center associates, coach performance, manage escalated calls, conduct team meetings.

Responsibilities

• Supervise group of call center associates – work and attendance monitoring.
• Coach direct reports on performance regularly to achieve weekly metrics.
• Identify performance issues, develop action plans, implement corrective actions up to termination.
• Ensure service delivered meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Provide subject matter expertise for escalated customer calls.
• Conduct team meetings and open forum for communication.
• Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures.

Candidate Profile

• Experience as Team Leader or similar.
• Sales experience essential.
• Highly motivated to develop and coach team members.
• Work well under pressure and follow through to completion.
• Strong written and verbal communication skills.
• Lead team in multi-tasking, prioritization, and meeting deliverable timelines.
• Mentor, coach and provide direction to employees.
• Flexible schedule willingness.

Location

ZAF Durban – The Terrace, Westway Office Park, Westville.

Company Overview

Concentrix – global technology and services leader powering brands of the future.

Concentrix CVG Corporation is an EEO / AA / M / F / Vet / Disability Employer.