Call Center Team Lead

Job description

Click Learning is tackling South Africa’s education crisis with smart, scalable solutions that make a real difference. We deliver interactive online programmes that boost literacy, numeracy, and digital skills for primary school learners in under-resourced communities. By combining technology with on-the-ground support, we’re helping children build the foundations they need for long-term success and to build sustainable livelihoods. As a secondary outcome, we create jobs for previously unemployed youth to support in the schools and provide them with skills development to move onto better employment opportunities. We’re growing—and we’re looking for people who want their work to matter. Click Learning is one of the leading EdTech organisations in Africa. With rapid growth over the past few years and now maturing as an organisation, Click reaches over 235,000 learners in 316 schools, with over 23,000 devices under management, overseeing 1,000+ youth facilitators and 85 core staff in 4 head offices. We are seeking an experienced and motivated Call Center Team Leader to join our team. As the Call Center Team Leader, you will be responsible for leading and managing the Call Center team (6 juniors), ensuring efficient and effective handling of queries, reports, and requests generated on the platform. Your role will involve hiring, training, and building the career paths of team members, setting objectives, analysing metrics, and providing reliable and efficient support to stakeholders. Additionally, you will play a crucial role in driving the team's performance, collaborating across the organization to optimize workflows, and delivering exceptional service. What you'll do? Lead and manage the Call Center team, providing guidance, training, and motivation to ensure the team's professional development and optimal performance. Focus heavily on developing Call Center staff by providing advanced skill-building opportunities, mentorship, and career progression frameworks to prepare them for future roles within the organisation. Hire, onboard, and train new team members, ensuring they are equipped with the necessary knowledge and skills to deliver efficient support services. Set clear objectives and performance expectations for the Call Center team, aligning them with the broader organizational goals and objectives. Collaborate closely with different departments to identify operational bottlenecks, streamline communication, improve inter-departmental servicing processes, and drive overall organizational efficiency. Hold all departments across the organisation accountable to agreed-upon service standards, internal SLAs, and operational dependencies to guarantee seamless issue resolution. Develop, build, and maintain comprehensive reports and real-time dashboards providing deep insights on ticket health, status, volume trends, system gaps, and backlog analysis for stakeholders and executive leadership. Analyze operational metrics and performance indicators to evaluate team productivity, identify improvement areas, and implement strategies for enhanced efficiency. Provide reliable and efficient support to stakeholders, including clients, employees, and partners, ensuring a high level of customer satisfaction throughout the support process. Monitor and manage the Call Center platform, ensuring it is up to date, user-friendly, and aligned with industry best practices. Stay up to date with industry trends, emerging technologies, and best practices in Call Center management, incorporating them into the team's operations when appropriate. Continuously enhance the knowledge base and self-help resources available, empowering users to solve their queries independently. Maintain a positive and collaborative work environment, fostering teamwork, knowledge sharing, and open communication among team members Technical skills required: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is advantageous. 5 years of experience in a Call Center, helpdesk, or technical support role, with demonstrated experience managing a team. Strong leadership and people management skills, with a proven track record of hiring, training, motivating, and successfully developing staff for organizational career progression. Proven experience establishing cross-departmental collaboration workflows and implementing process-efficiency initiatives. Strong competency in data analysis, reporting, and constructing performance dashboards using helpdesk tools (Zendesk or similar systems). Excellent analytical and problem-solving skills, with the ability to analyse metrics and identify areas for improvement in team and organizational performance. Exceptional customer service orientation with a focus on delivering a positive user experience. Excellent communication skills, both written and verbal, with the ability to communicate concepts in a clear and understandable manner. Proven ability to multitask, prioritise tasks, and work well under pressure in a fast-paced environment. Strong organisational and time management skills, with a keen attention to detail. What we are looking for in an individual : Strong communication and inter-departmental collaboration skills Customer service orientation Accountability driver and performance motivator Analytical mindset with an aptitude for reporting and dashboards Problem-solving abilities Leadership, mentorship, and team development abilities Adaptability and flexibility Time management and prioritisation skills Continuous learning mindset What we are offering : Salary is inclusive of the following benefits 5% employer contribution to pension fund Employer contribution to death cover 21 annual leave days 1 year FTC with option to renew based on performance LTE data