Team Leader, Operations

Concentrix - CA; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading customer service company is seeking a Team Leader for Operations in Cape Town. The ideal candidate will be responsible for supervising call center associates, ensuring they meet performance metrics through effective coaching and support. Strong communication and leadership skills are essential. Applicants should have a sales background and be prepared to work a flexible schedule. This full-time role offers a dynamic environment in a growing organization.

Qualifications

• Proven experience as a Team Leader with a sales background.
• Ability to develop, mentor, and coach team members.
• Effective under pressure with strong communication skills.

Responsibilities

• Supervise daily activities of call center associates.
• Coach direct reports to achieve performance metrics.
• Handle escalated customer calls as needed.

Skills

Team leadership

Coaching

Communication

Sales background

Multitasking

Job description

Job Title

Team Leader, Operations

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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

• Proven experience as a Team Leader with a sales background
• Strong ability to develop, mentor, and coach team members to meet and exceed performance expectations
• Effective under pressure, with a demonstrated ability to follow tasks through to completion
• Excellent verbal and written communication skills
• Ability to lead a team in multi-tasking, prioritization, and meeting deadlines
• Strong leadership presence with the ability to provide clear direction and support
• Willingness to work a flexible schedule as required

Location

ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Time Type

Full time (2025-12-01)

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