Operations Team Leader

6 months ago


Cape Town, South Africa Teleperformance South Africa Full time

**Job Overview**

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

**Main Responsibilities (but not limited to)**
- You should begin your day by evaluating the prior day/week/month performance reports
- Ensuring any agents with performance issues have been followed up with and tracked.
- Daily meetings with my team, ensuring Team have an understanding of daily & trended actual results versus the goals identifying agent outliers
- Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
- By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
- You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans

**Skills & Attributes**
- Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
- Team leadership and people development
- Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
- Demonstrated ability to drive process changes and improvements
- Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
- Goal driven, target orientated, able to step back and look at the bigger picture.
- Experience in writing documentation and standard operating procedures
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Professional approach to working with colleagues at all levels - Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
- Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
- Motivated to work on own initiative.
- Excellent interpersonal and communication skills.
- Proven ability to make and implement decisions.
- Proven ability to influence change at all levels as appropriate.
- Accuracy and Variances
- Attendance and Adherence

**Competencies & Skills Required**
- Takes personal responsibility
- Goes the extra mile to achieve agreed objectives
- Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
- Reflects Teleperformance’s values in their dealings with others, internally and externally
- Coaching others and talking through end to end processes of the call flow
- Excellent Administration Skills

**Qualifications and Experience**
- 2 years’ experience as a Team Leader
- Matric/ Equivalent (Essential)

**Job Types**: Full-time, Permanent


  • Team Leader

    6 months ago


    Cape Town, South Africa WNS Global Services Full time

    **Company Description** WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...

  • Team Leader

    6 months ago


    Cape Town, South Africa LRI Invest Full time

    Description Recruitment for a Team Leader - Trade Operations Apex Group Ltd., established in Bermuda 2003, is a global financial services provider. With 85 offices in 42 countries worldwide and 10,000 employees upon the close of announced acquisitions, Apex delivers and extensive range of services to asset managers, capital markets, private clients and...

  • Team Leader

    2 months ago


    Cape Town, South Africa Galaxy Outsourcing Full time

    ```html Job Listing Job Title: Team Leader - Operations Role OverviewWe're on the hunt for a Customer Service Team Leader with a solid background in customer service management or team leadership, ideally within an international market. The role is for the greatest cat food brand in the UK so it is imperative that you are an animal lover. This role is...


  • Cape Town, South Africa RSAWEB Full time

    Job Information Date Opened 30/08/2024 Job Type Full time Industry Consumer Operations Work Experience 5 years Education Level Grade 12 or equivalent City Cape Town Province Western Cape Country South Africa Postal Code 8005 Job Description Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a...


  • Cape Town, South Africa RSAWEB Full time

    **Job Information**: Date Opened - 30/08/2024Job Type - Full timeIndustry - Consumer OperationsWork Experience - 5 yearsEducation Level - Grade 12 or equivalentCity - Cape TownProvince - Western CapeCountry - South AfricaPostal Code - 8005- Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on...


  • Cape Town, South Africa Cipla Full time

    Job title : Operations Team LeaderJob Location : Western Cape, Cape TownDeadline : December 30, 2024Quick Recommended Links Jobs by Location Job by industries Job Purpose Monitor & Control receipts, storage and despatch of materials while keeping the facility audit ready and achieving team performance as per defined metrics and KPIs Accountabilities ...


  • Cape Town, South Africa Cipla Full time

    Job title : Operations Team Leader Job Location : Western Cape, Cape Town Deadline : December 30, 2024 Quick Recommended Links Jobs by Location Job by industries Job Purpose Monitor & Control receipts, storage and despatch of materials while keeping the facility audit ready and achieving team performance as per defined metrics and KPIs ...


  • Cape Town, South Africa FirstRand Full time

    Job Description The Sales Operations Team Leader leads a team and ensures that staff are equipped and able to meet operational targets The incumbent deals with escalated customer queries and promotes the Bank's products and services Hello Future Sales Operations Team Leader Welcome to Wesbank, the home of the #changeables. We design for the shapeshifters...


  • Cape Town, South Africa Exodus Full time

    **Exodus Travels is hiring a Customer Operations Team Leader in Cape Town! Start your Adventure with us now.** **About us** Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies, delivering extraordinary travelling experiences across more than 350 itineraries in 90 countries across...

  • Team Leader

    6 months ago


    Cape Town, South Africa Huntswood Full time

    **Job Overview**: As a team leader, you will lead, monitor, and inspire a group of advisors to achieve set goals that contribute to the growth of the department and wider organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and drive a culture of high...

  • Operations Team Leader

    6 months ago


    Cape Town, South Africa Teleperformance South Africa Full time

    **Job Overview** The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times. **Main Responsibilities (but not limited to)** - You should begin your day by evaluating the prior day/week/month...

  • Operations Team Leader

    6 months ago


    Cape Town, South Africa Teleperformance South Africa Full time

    **Job Overview** The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times. **Main Responsibilities (but not limited to)** - You should begin your day by evaluating the prior day/week/month...

  • Operations Team Leader

    6 months ago


    Cape Town, South Africa Teleperformance South Africa Full time

    **Job description** **Job Overview** The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times. **Main Responsibilities (but not limited to)** - You should begin your day by evaluating the prior...

  • Team Leader

    4 days ago


    Cape Town, Western Cape, South Africa Sydsen Full time

    Job OverviewAt Sydsen, we are seeking a highly skilled and experienced Team Leader to join our restaurant operations team.Salary and BenefitsThe successful candidate will receive a competitive salary of R8 000 per month, with opportunities for additional income through tips when working alongside the Restaurant Manager. Our comprehensive benefits package...


  • Cape Town, South Africa Rory Mackie & Associates Full time

    **Overview**: *** **Responsibilities**: People Management: Engage and invest in people - Motivate and influence staff towards a culture that promotes accountability and service excellence - Facilitate and guide the growth and development of staff by providing ongoing support, coaching and mentorship - Contribute towards staff engagement and retention...

  • Team Leader

    6 months ago


    Cape Town, South Africa Webhelp Full time

    **Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...

  • Team Leader

    6 months ago


    Cape Town, South Africa Webhelp Full time

    **Job Advert** If you’ve been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off. Concentrix is expanding and we’re looking for Team Leaders to join our game-changers in our Vibrant Cape Town office. We’re a global...

  • Shift Team Leader

    4 weeks ago


    Cape Town, Western Cape, South Africa TSU International Full time

    **Job Title:** Shift Team Leader**Location:** Stellenbosch, South Africa**Salary:** R 250,000 - R 350,000 per annum**Job Description:We are seeking a skilled and experienced Shift Team Leader to join our team at TSU International. As a Shift Team Leader, you will be responsible for overseeing the day-to-day operations of our security team during your...

  • Team Leaders

    2 weeks ago


    Cape Town, South Africa Sigma Connected Group Full time

    What being part of the Sigma Family means for you: **Team Leader** As a Team Leader, you will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly. You will report directly to the Service Delivery...

  • Team Leader

    6 months ago


    Cape Town, South Africa National Debt Advisors Full time

    **National Debt Advisor is looking for a Team Leader to join their team!!!** **Responsibilities**: - Managing a team of sales Lead generators - Driving team targets in accordance with the department's KPI requirements - Evaluating data and using the information to boost productivity and ensure steady staff development. - Managing the collection book at...