Team Leader Position – BPO

Intellibpo; Johannesburg; On-site; ZAR 350,000 - 500,000; Full time

Job summary

IntelliBPO in Johannesburg is seeking a Team Leader – BPO to oversee daily operations of a customer support team from our on-site location. You will monitor performance, manage schedules, coach staff, handle escalations, and ensure service levels are met.

The role emphasizes performance analytics, process improvements, workforce planning, and a positive, inclusive culture aligned with our client-focused partnership approach.

Qualifications

• Experience in BPO operations with team leadership.
• Strong coaching, conflict resolution and motivation skills.
• Ability to work on-site in Johannesburg with varying shifts.

Responsibilities

• Oversee daily operations of customer support or process-focused team.
• Monitor performance metrics and ensure SLA adherence.
• Coach team members and escalate issues as needed.
• Support workforce planning and training initiatives.

Skills

Team leadership

People management

Customer service

KPIs & analytics

Communication

CRM tools

Supervisory experience

Education

Diploma or degree in Business/Management/Communications

Tools

CRM

Ticketing platforms

Workforce management tools

Job description

Company Description

IntelliBPO is a relationship-focused business process outsourcing partner dedicated to understanding each client’s operations, needs, and pressure points. Rather than using a one-size-fits-all model, the company designs tailored support across customer care, digital customer experience, and technology solutions. IntelliBPO positions itself as an extension of its clients’ businesses, aligning people, systems, and disciplined operations to deliver dependable service. Through outsourced, co-sourced, and hybrid engagement models, IntelliBPO aims to provide work that is well run, clearly understood, and aligned with each client’s standards and expectations.

Role Description

This is a full-time, on-site Team Leader – BPO role based in the Johannesburg Metropolitan Area. The Team Leader will oversee daily operations for a customer support or process-focused team, including monitoring performance, managing schedules, and ensuring adherence to service level agreements. Responsibilities include coaching and developing team members, handling escalations, and providing clear communication of client requirements and updates. The role involves analyzing performance metrics, identifying process improvements, and collaborating with management to maintain high-quality, efficient, and consistent service delivery. The Team Leader will also support workforce planning, contribute to training initiatives, and help cultivate a positive, inclusive, and customer-centric team culture.

Qualifications

• Experience in BPO operations, including team leadership, performance management, and workflow coordination.
• Strong people management skills, such as coaching, mentoring, conflict resolution, and motivating diverse teams.
• Customer service expertise, including handling escalations, problem-solving, and maintaining high service standards.
• Operational and analytical skills, including use of KPIs, reporting, quality monitoring, and continuous improvement practices.
• Effective communication skills, both verbal and written, with the ability to present information clearly to team members and stakeholders.
• Comfort with relevant contact center and BPO tools, such as CRM systems, ticketing platforms, and workforce management applications.
• Previous experience in a supervisory or team leader role in a contact center or BPO environment is strongly preferred.
• Ability to work on-site in the Johannesburg Metropolitan Area, with flexibility to support varying shifts as required by business needs.
• Diploma or degree in Business, Management, Communications, or a related field is beneficial, or equivalent practical experience.
• Commitment to inclusive leadership, integrity, and a client-focused mindset aligned with IntelliBPO’s partnership approach.