Team Leader: Customer Call Centre

Tafadzwa Consulting; Gauteng; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Tafadzwa Consulting is seeking a Team Leader: Customer Call Centre to oversee daily operations, guide a team of customer service reps, and manage escalated queries in line with company policies and service standards.

The ideal candidate will have strong leadership, communication, and problem-solving skills, with solid call centre experience and the ability to monitor performance metrics effectively.

Qualifications

• Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care or related field
• At least five years in a call centre environment, with at least two years in supervision
• Call centre qualification is an advantage

Responsibilities

• Oversee daily call centre operations
• Lead and support a team of customer service representatives
• Manage escalated customer queries and complaints
• Monitor service delivery performance and adherence to SOPs

Skills

Leadership

Customer service

Communication

Problem solving

Operations management

Call centre experience

Team coaching

Education

Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care

Tools

Microsoft Office

Job description

Our client is seeking an experienced Team Leader: Customer Call Centre to oversee daily call centre operations, lead and support a team of customer service representatives, manage escalated customer queries and complaints, monitor service delivery performance, and ensure excellent customer service in line with the company’s policies, procedures, and service standards. The ideal candidate must have strong leadership, communication, problem-solving, and operational management skills, with relevant call centre experience.

Qualifications and Experience

• Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification.
• A call centre qualification will be an advantage.
• At least five (5) years of relevant experience in a call centre-related environment, of which at least two (2) years must be at a supervisory level.

Technical and Behavioural Competencies Required

• Planning, organising, and coordinating.
• Personal mastery.
• Judgement and decision-making.
• Ethics and values.
• Client service orientation.
• Ability to interpret policies and Standard Operating Procedures (SOPs) and provide guidance on processes.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Microsoft Project.
• Strong understanding of operational processes.
• Confidence and competence in dealing with customers.
• Knowledge of customer relationship management.
• Understanding of data capturing and entry.
• Knowledge of customer service principles and practices.
• Ability to identify employee training and coaching needs.