Contact Centre Team Leader

ABOUT THE POSITION

The Team Leader will be responsible for managing and driving a team of inbound Contact Centre employees to achieve service levels through an agreed turnaround time. The Team Leader will act as the point of contact for all escalations and queries and ensure resolution while driving a culture of customer-centricity and performance excellence.

Key Responsibilities may include but are not limited to:

Manage and support a team of inbound contact centre agents

Drive team performance in line with client and SLA requirements

Ensure consistent adherence to quality assurance standards

Handle team escalations and operationalqueries

Monitor performance trends and report on KPIs, appraisals, and incentives

Troubleshoot system issues and liaise with IT for resolution

Ensure compliance with SOPs and contactcentre procedures

Maintain accurate absenteeism and leaverecords

Manage employee relations matters, including disciplinary and informal processes

Conduct regular team and stakeholder performance meetings

Monitor calls against Team Leader targets and implement corrective action where needed

Oversee all human capital managementfunctions

Manage scheduling and workforce coverage to minimise downtime

Work with QA, training, and operations to drive continuous improvement

Ensure compliance with POPIA and relevant contact centre regulations

Critical Skills/Competencies

Solutions driven with strong problem-solving capabilities

Conflict resolution and interpersonal skills

Strong analytical and decision-making skills

Meticulous attention to detail

Self-starter, motivated, takes initiative and can work independently

Excellent communicator across all levels of the organisation (verbal and written)

Innovative thinker with a proactive approach to problem-solving

Strong team collaboration and leadership abilities

Excellent organisational and time management skills

Ability to interpret and work with high volumes of data and performance metrics

Experience

Minimum 2–3 years' Team Leader experience in an inbound contact centre

Proven experience leading high-performing teams

Previous Customer service experience

Healthcare, insurance, financial services, or administration experience is advantageous

Fluent in English and Afrikaans

Additional South African language is advantageous

Proficient in MS Office Suite applications

Minimum Requirements

Matric / Grade 12

Relevant tertiary qualification advantageous

Stable home-based internet capability

Clear criminal record

Originally posted on Himalayas