Call Centre Team Leader

Job description

Key Responsibilities - Operational Oversight: Manage daily call centre operations, monitor performance, and ensure compliance with policies and SLAs. - Performance Management: Coach, mentor, and motivate agents to achieve KPIs in productivity, quality, and customer satisfaction. - Team Development: Provide training, support onboarding, and encourage continuous improvement. - Reporting & Administration: Prepare performance reports, track attendance, and maintain accurate documentation. - Customer Experience: Champion customer-centric practices, review calls, and implement quality improvements. - Leadership & Engagement: Lead by example, maintain morale, and support change initiatives. Attributes - Results-driven, accountable, and adaptable. - Supportive, approachable, and team-oriented. - Professional, customer-focused, and integrity-led. Qualifications & Experience - Matric (Grade 12) required. - Proven experience in a call centre environment. - Strong knowledge of call centre metrics, systems, and processes. Skills & Competencies - Excellent communication and interpersonal skills. - Strong leadership, coaching, and mentoring ability. - Analytical, problem-solving mindset with resilience under pressure. - Proficiency in call centre software, reporting tools, and MS Office. MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy. We’re seeking a Team Leader to drive performance and excellence in our Call Centre Operations. Reporting to the Call Centre Manager, this role is pivotal in leading and developing a team of agents to deliver outstanding customer service, meet operational targets, and foster a positive team culture.