Customer Service Team Lead

2 months ago

Cape Town, Western Cape, South Africa Galaxy Outsourcing Full time

Job Title: Team Leader - Operations Role Overview

We are seeking a seasoned Customer Service Team Leader to join our team at Galaxy Outsourcing. The ideal candidate will have a solid background in customer service management or team leadership, preferably within an international market.

Key Responsibilities

  • Performance Management
  • Coaching & Development
  • Data Analysis
  • Quality Assessment

Performance Management

The successful candidate will have a solid understanding of the Basic Conditions of Employment, including experience managing teams through probation, performance reviews, reward systems, managing disciplinary processes, and implementing Performance Improvement Plans (PiPs).

Coaching & Development

Evidence of using coaching methodologies to support continuous improvement in agent performance is required. This includes hands-on experience in developing individuals and teams through structured coaching and feedback, demonstrating a practical approach to improving agent performance.

Quality Assessment

Experience reviewing large volumes of customer interactions and assessing them against established quality standards is essential. Providing constructive feedback while managing high workloads, all with attention to detail, is critical for success in this role.

Data Analysis

Experience with Excel or Google Sheets to an intermediate level is necessary. The candidate should demonstrate how they've used data to identify trends, analyze performance, and turn insights into clear actions to improve team performance.

Requirements

  • A minimum of 2 full years' experience in a management role, preferably within customer service or team leadership.
  • Calm, assertive, and able to be firm yet fair in all situations.
  • Progressive mindset, comfortable working with and leading people from diverse backgrounds.
  • Strong leadership abilities, capable of guiding teams through challenges while maintaining high standards.
  • Effective decision-maker, able to balance empathy with business objectives.

This role offers a unique opportunity for an experienced leader to make a meaningful impact on our customer experience in the UK, driving both team success and customer satisfaction.

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