Call Centre Team Leader

A busy contact centre in Durban, KwaZulu-Natal urgently requires a Call Centre Team Leader to start as soon as possible.

The business is growing, and capable people grow with it. The company fosters a positive culture where effort and initiative are recognised. Good humour and professionalism sit side by side here. Think you are a good fit? Send your CV through and introduce yourself.

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

• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.

• 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.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.