Team Leader

Concentrix - CA; KwaZulu-Natal; On-site; ZAR 240 000 - 300 000; Full time

Job summary

A leading call center company is looking for a Team Leader in Durban, South Africa. This role involves supervising call center associates, coaching for performance, and ensuring team meets contractual KPIs. Ideal candidates will have sales experience, strong communication skills, and the ability to mentor a team. The position requires a highly motivated individual willing to work a flexible schedule.

Qualifications

• Experience in a Team Leader role or similar.
• Highly motivated individual capable of developing team members.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise call center associates and monitor attendance.
• Coach and develop direct reports regularly.
• Handle escalated customer calls and provide expertise.

Skills

Sales experience

Strong communication skills

Ability to lead team

Coaching and mentoring

Ability to work under pressure

Job description

Job Title

Team Leader

Job Description

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

• Experience in Team Leader role or similar would be advantageous
• Sales experience essential
• 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 multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Location

ZAF Durban - 6 The Terrace, Westway Office Park, Westville

Time Type

Full time 2025-12-29

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