Team Leader: Customer Experience & Performance Coach

Teleperformance; Cape Town; On-site; ZAR 240,000 - 320,000; Full time

Job summary

Teleperformance Cape Town is seeking an experienced Team Leader to directly manage and develop a team, ensuring delivery against business and campaign objectives while maintaining high quality standards. The role requires ability to work in a fast-paced, changing environment and to lead initiatives that improve performance and customer service outcomes.

You will conduct daily performance reviews, coach team members, and implement process improvements.

Qualifications

• Customer service experience required.
• Willingness to work on rotating shifts and variable schedules.
• Familiar with email tools used by suppliers (Google and Windows).
• Basic knowledge of Microsoft Office applications.
• Ability to navigate between multiple windows and web-based apps.

Responsibilities

• Review performance reports from prior day/week/month.
• Follow up on agents with performance issues.
• Lead daily team meetings to review results vs goals.
• Prioritize daily tasks and adjust processes in real time.
• Develop agents through coaching and 1-2-1s and quarterly reviews.

Skills

Customer service

Shift rotations

Email tools (Google, Windows)

Office applications

Multi-window navigation

Education

Matric/Equivalent

Job description

Teleperformance Cape Town is seeking an experienced Team Leader to directly manage and develop a team, ensuring delivery against business and campaign objectives while maintaining high quality standards. The role requires ability to work in a fast-paced, changing environment and to lead initiatives that improve performance and customer service outcomes.

You will conduct daily performance reviews, coach team members, and implement process improvements.