Operations Team Leader

Key Responsibilities Lead, coach, and develop a team of agents to consistently deliver high-quality service aligned with client expectations and business targets. Manage day-to-day operations, ensuring the team meets service level agreements (SLAs), KPIs, and quality standards. Conduct regular one-on-ones, team meetings, and performance reviews to provide feedback, motivation, and development opportunities. Monitor, track, and report team performance and take corrective action as needed. Drive a culture of accountability, ownership, and continuous improvement. Stay informed about business developments, product updates, and changes within Capital One, and ensure timely communication to the team. Identify and mitigate operational risks; propose and implement process improvements where necessary. Support workforce management with planning and attendance, ensuring team adherence to schedules and minimizing attrition. Ensure all policies, procedures, and compliance requirements are followed consistently. Promote a performance-driven culture and support the campaign’s vision and values. Company Overview At Nutun CX, we are a people-centric organization specializing in outsourced contact center solutions and customer lifecycle management. Our greatest asset is our people, and we are committed to creating a workplace where talent is nurtured and empowered. We are currently seeking an experienced and motivated Operations Team Leader to join our team. The successful candidate will be responsible for leading a team of agents, driving performance, and delivering outstanding service to our clients. This role reports directly to the Operations Manager. Purpose of the Role To lead, support, and inspire a team of agents to achieve performance excellence. This includes strategic and tactical operations management, performance coaching, and fostering a high performing, engaging work environment that aligns with business and client objectives. Key Responsibilities Lead, coach, and develop a team of agents to consistently deliver high-quality service aligned with client expectations and business targets. Manage day-to-day operations, ensuring the team meets service level agreements (SLAs), KPIs, and quality standards. Conduct regular one-on-ones, team meetings, and performance reviews to provide feedback, motivation, and development opportunities. Monitor, track, and report team performance and take corrective action as needed. Drive a culture of accountability, ownership, and continuous improvement. Stay informed about business developments, product updates, and changes within Capital One, and ensure timely communication to the team. Identify and mitigate operational risks; propose and implement process improvements where necessary. Support workforce management with planning and attendance, ensuring team adherence to schedules and minimizing attrition. Ensure all policies, procedures, and compliance requirements are followed consistently. Promote a performance-driven culture and support the campaign’s vision and values. Requirements Strong interpersonal and communication skills with the ability to build relationships at all organizational levels. Ability to lead under pressure, meet deadlines, and resolve problems efficiently. Solid understanding of customer service principles and experience tailoring solutions to customer needs. Proficient in Microsoft Office Suite. Matric (Grade 12) is essential. Willingness to work shifts. Preferred Qualifications and Experience Minimum 2 years of international contact center experience in a Team Leader role. Knowledge of U.S. banking products, services, and regulations is a plus. Prior participation or current enrollment in Nutun’s "Leadershape/Shift" program is advantageous. Proven experience in coaching and performance management. Demonstrated ability to manage team performance and deliver results. We strive to provide feedback to all applicants. If you have not heard from us within 14 days of the closing date, please consider your application unsuccessful. All appointments will be made in line with our Group’s Employment Equity Plan. Durban Published Date: 11 November 2025 Closing Date: 01 December 2025 #J-18808-Ljbffr