Call Centre Team Lead

1 month ago


Johannesburg, Gauteng, South Africa TalentCru Full time
Job Title: Call Centre Supervisor

TalentCru is seeking a highly skilled Call Centre Supervisor to lead our Service Centre team. As a key member of our operations team, you will be responsible for driving performance and output to deliver exceptional customer service.

Key Responsibilities:
  • Lead a team of up to 20 Service Centre Consultants, providing coaching and management to ensure high performance and productivity.
  • Develop and implement strategies to improve customer satisfaction, quality, and efficiency.
  • Collaborate with internal stakeholders to ensure seamless service delivery and meet business objectives.
  • Conduct performance reviews, identify areas for improvement, and provide coaching and training to team members.
  • Manage relationships with key clients, ensuring high levels of satisfaction and loyalty.
  • Monitor and analyze data to identify trends and areas for improvement, making recommendations to enhance service delivery.
  • Develop and implement process improvements to increase efficiency and productivity.
  • Ensure compliance with all relevant policies, procedures, and regulatory requirements.
Requirements:
  • National Senior Certificate/Grade 12
  • Relevant degree or 3-year diploma or equivalent experience
  • 5-8 years of service centre team leader experience
  • Knowledge of people management processes and performance evaluation procedures
  • Call centre technical and systems knowledge
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
What We Offer:
  • A competitive salary and benefits package
  • Opportunities for career growth and development
  • A dynamic and supportive work environment
  • Recognition and rewards for outstanding performance

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