Team Leader, Customer Call Centre (9-Month Contract)

Affirmative Portfolios; Gauteng; On-site; ZAR 602,000 - 736,000; Full time

Job summary

Affirmative Portfolios is seeking a Team Leader for the Customer Call Centre in Centurion, Gauteng. The fixed-term contract lasts 9 months and focuses on supervising the call centre, handling escalated queries, and ensuring efficient end-to-end service for claimants.

Applicants should have a bachelor's degree or advanced diploma in communications, marketing or customer care, with 5 years in a call centre environment (2 years supervisory). PWD applicants are encouraged to apply.

Qualifications

• Bachelor's degree or advanced diploma in communications, marketing or customer care.
• A call centre qualification will be advantageous.
• 5 years experience in a call centre, of which 2 years in a supervisory role.
• PWD applicants are encouraged to apply.

Responsibilities

• Supervise the call centre and manage escalated queries.
• Ensure end-to-end call centre service to claimants and provide information.
• Monitor call volume; assist with staffing and process improvements to meet SLAs.
• Coordinate stakeholder communications and coach team members.

Skills

Supervisory experience

Call centre knowledge

Communication

PowerPoint

Excel

MS Project

Customer service orientation

Education

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

Tools

MS Project

Excel

PowerPoint

Word

Job description

Affirmative Portfolios is seeking a Team Leader for the Customer Call Centre in Centurion, Gauteng. The fixed-term contract lasts 9 months and focuses on supervising the call centre, handling escalated queries, and ensuring efficient end-to-end service for claimants.

Applicants should have a bachelor's degree or advanced diploma in communications, marketing or customer care, with 5 years in a call centre environment (2 years supervisory). PWD applicants are encouraged to apply.