Work at Home Call Center Team Leader - Full-Time

Mashreq Bank; South Africa; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A forward-thinking tech company is seeking an experienced Call Center Team Leader for a remote role. You will manage a remote customer service team, ensuring performance targets are met while providing coaching and support. Ideal candidates will have at least 3 years in a call center with 1-2 years in a leadership role. Benefits include competitive salary, health insurance, and professional development opportunities.

Benefits

Competitive base salary

Work-from-home flexibility

Health, dental, and vision insurance

Qualifications

• Proven leadership experience in a customer service or call center environment.
• Strong communication and interpersonal skills.
• Ability to analyze data and generate actionable insights.

Responsibilities

• Lead and support a remote team of call center agents.
• Monitor daily team performance metrics.
• Handle escalated customer issues and resolve them effectively.

Skills

Leadership experience

Communication skills

Organizational abilities

Data analysis

CRM proficiency

Remote team engagement

Tools

CRM systems

Call center software

MS Teams

Excel

Job description

Job Summary

Progressive Technology is seeking an experienced and highly motivated Call Center Team Leader to join our growing remote workforce. As a Team Leader, you will play a vital role in managing a team of remote customer service representatives, driving performance, and ensuring customer satisfaction. You will oversee daily operations, provide coaching and feedback, and contribute to the ongoing development of your team to meet key performance indicators (KPIs). This full-time, work-from-home position offers a dynamic and rewarding career path with a company committed to innovation, teamwork, and professional growth.

Key Responsibilities

• Lead, supervise, and support a remote team of call center agents to meet and exceed service targets.

• Monitor daily team performance metrics, including call quality, productivity, customer satisfaction, and adherence to policies.

• Provide consistent coaching, mentoring, and performance evaluations.

• Handle escalated customer issues with professionalism and resolve them effectively.

• Conduct regular virtual team meetings and one-on-one check-ins.

• Coordinate training sessions and ensure all team members are up to date with procedures and tools.

• Collaborate with upper management to improve workflows, policies, and overall customer service strategies.

• Generate and analyze performance reports to identify trends, gaps, and areas for improvement.

Required Skills and Qualifications

• Proven leadership experience in a customer service or call center environment.

• Strong communication and interpersonal skills.

• Excellent organizational and time management abilities.

• Ability to analyze data and generate actionable insights.

• Proficiency with CRM systems, call center software, and productivity tools (e.g., Zoom, MS Teams, Excel).

• Comfortable managing and engaging remote teams.

• High-speed internet connection and a quiet, dedicated home office setup.

Experience

• Minimum of 3 years in a call center environment.

• At least 1-2 years in a team leadership or supervisory role, preferably in a virtual setting.

• Experience handling escalated calls and coaching staff on customer service excellence.

Working Hours

• Full-time position: 40 hours per week.

• Flexible shifts may include weekdays, evenings, and occasional weekends depending on team coverage needs.

• Must be available for scheduled team meetings and one-on-ones during standard business hours.

Knowledge, Skills, and Abilities

• Deep understanding of customer service principles and practices.

• Knowledge of workforce management and call center performance metrics.

• Ability to motivate and develop high-performing teams remotely.

• Conflict resolution and problem-solving skills.

• Adaptability to changing technology and work environments.

• Strong attention to detail and quality assurance.

Benefits

• Competitive base salary with performance-based incentives.

• Work-from-home flexibility and equipment allowance.

• Health, dental, and vision insurance plans.

• Paid time off, sick days, and holidays.

• Professional development and leadership training.

• Opportunities for career advancement within a growing company.

• Supportive and inclusive remote work culture.

Why Join Progressive Technology?

At Progressive Technology, we believe in empowering people through innovation and connection. We are passionate about delivering exceptional customer service and creating a culture where remote employees can thrive. As a team leader, you will be part of a company that values leadership, collaboration, and career development. We are committed to work-life balance, diversity, and building a remote-first environment that supports our people every step of the way.

How to Apply

Ready to lead a team that makes a difference? Submit your application today by sending your resume and a cover letter outlining your leadership experience to us with the subject line: Call Center Team Leader Application.

We look forward to welcoming you to our team!