Team Lead - Call Centre Position

Closing Date: 28 February 2023

Our client is a global company focused on making operations work better for our clients. They help established enterprises manage and improve their business processes and scale businesses to accelerate their business growth.

They are a fun, fast-paced environment and their team thrives around creativity and teamwork. They are proud to develop their employees with internal promotions from entry level to team lead, trainer, project coordinator, or other positions. This is a fantastic opportunity to join our client at a time of exciting growth.


As part of the team, our front line support teams are the first entrusted to take customer inquiries. CS Team Leads are there to manage the day-to-day operations of the team, focusing on providing the best in customer service while instilling those same values into our specialists through coaching, development, & growth. As a CS Team Lead you are people-driven, fun, experience-focused, operationally savvy, and innovate on how we deliver support through every interaction.

Duties include:

  • Support Process Improvement
  • Train and guide team members on company processes and procedures
  • Review and resolve any escalations
  • Provide direct customer support
  • Coordinate CS Team
  • manage the customer service staff schedules
  • Performance evaluations for CSR team
  • Identify opportunities and enhance processes

Supervisory Responsibilities: 

  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.


  • Must Be a Team Player and Goal Oriented
  • Excellent written and verbal communication skills
  • Team Leadership
  • Managing conflict resolution
  • Excellent communication skills for team members and customer support
  • Ability to multitask
  • Results-oriented
  • Adaptability and ability to work under pressure
  • Good temperate to handle disputes or disruption


  • Matric or equivalent qualification
  • Preferred B. Degree or equivalent and / or Higher Certificate
  • 1-3 years’ experience leading and building fun, high performing customer-facing teams, preferably in a contact/support center environment
  • Have a proven track record of achieving and sustaining KPIs through goal setting, delegation and effective team leadership
  • Familiarity with Zendesk is a plus

About the position:

  • Full time
  • On-site
  • Sandton

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