Call Centre Team Leader

Following continued growth, a well-run BPO company in Cape Town, Western Cape is creating a new Call Centre Team Leader position. This is a chance to put your skills to work in a role that genuinely matters to the business.

Honesty, reliability, and common sense go a long way in this team. Hard work and reliability are noticed and rewarded with real advancement. You will be part of an organisation that invests in its people and its tools. Do not wait — submit your details and take the next step.

Shifts may include evenings, weekends, and public holidays depending on campaign requirements.

• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.

• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.