Customer Service Team Leader

4 weeks ago


Johannesburg, Gauteng, South Africa TalentCru Full time

TalentCru is a leading staffing agency in the telecommunications industry.

We are seeking an experienced Customer Service Team Leader to join our team on a limited 3-6 month contract with possible extension. The role offers a competitive salary and benefits package.

Job Description:

The Customer Service Team Leader will be responsible for the performance and output of the Service Centre Consultants to drive operational service delivery. You will be allocated a specific team of consultants (up to 20) for a specific client across 2 different desks (inbound and outbound).

  • National Senior Certificate/Grade 12
  • Relevant Degree/ 3 Year Diploma or Equivalent Experience
  • 5-8 Years Service Centre Team Leader Experience
  • Knowledge of People management processes
  • Knowledge of Performance evaluation procedures
  • Call Centre technical and systems knowledge
  • Interlock with various internal and external stakeholders
  • Manage relationships with Key clients
  • Overall focus on team morale and motivation in the working environment.
Responsibilities:

• Coaching and management of allocated team.

• Workforce management and planning to ensure adherence to basic conditions of employment act.

• Conduct performance reviews as per Performance management process, identify personal development as per career aspirations and succession planning.

• Provide learning and coaching opportunities and taking corrective action where necessary.

• Ensure staff understands and comply with all call centre objectives, performance standards and policies.

• Train and onboard new employees.

• Perform quality checks and where applicable execute remedial actions.

• Review overtime claims and approve in line with the business requirements/budget aligned to Basic Conditions of Employment Act.

• Daily stand-up's with team members to review calls for the previous day (period), share learnings, identify trends, adherence to process.

• Review data quality and data completeness of calls and activities performed by the team.

• Maintain and achieve SLA targets to achieve set benchmarks (e.g. call answer ratio, service level ratio, average hold time).

• Report daily, weekly and monthly on performance against SLA.

• Provide failover support to outsource service team for business continuation purposes.

• Ongoing review and enhancement of procedures and systems according to client/organizational objectives within the Service Centre for the specific team being led.

• Participate in designing the operational strategy and contribute to the goals

• Drive and implement initiatives by identifying operational issues and suggest possible improvements

• Working with other supervisors and managers within the business to execute operational delivery.

• Prepare Key management reports (analyse, identify trends and propose solution



  • Johannesburg, Gauteng, South Africa The Recruiters Full time

    About The JobOur client is seeking a highly skilled and experienced Customer Service Team Leader to join their team. As a key member of the customer experience team, you will be responsible for leading a team of customer service representatives, ensuring excellent customer satisfaction, and driving business growth.


  • Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    Job Title: Operational Service LeaderAbout the Role:We are seeking a highly experienced Operational Service Leader to join our Pronto Labour Team. As a key member of our team, you will be responsible for ensuring optimal productivity of our workshop and field service operations.Key Responsibilities:Deliver professional and efficient services to our...


  • Johannesburg, Gauteng, South Africa Service Solutions Full time

    Job SummaryWe are seeking an experienced Team Manager to lead our luxury retail store team in Sandton. As a key member of our team, you will be responsible for driving sales growth, improving customer satisfaction, and fostering a positive work environment.About the Role:Lead a high-performing team of Client Advisors to achieve sales targets and exceed...

  • Dynamic Sales Leader

    1 month ago


    Johannesburg, Gauteng, South Africa Service Solutions Full time

    About the RoleWe are seeking a highly motivated and results-driven Dynamic Sales Leader to join our team at Service Solutions in the Gauteng Province.Company OverviewOur client is a reputable truck rental company, providing reliable services at competitive prices. They aim to deliver exceptional customer experiences and establish long-lasting relationships...


  • Johannesburg, Gauteng, South Africa EMPIRE RECRUITMENT Full time

    **About the Role**At EMPIRE RECRUITMENT, we are seeking a highly skilled Customer Experience Leader to oversee the daily operations of our client's call centre. As a key member of our team, you will play a pivotal role in shaping the customer service journey and ensuring each interaction is nothing short of outstanding.**Key Responsibilities**• Oversee the...


  • Johannesburg, Gauteng, South Africa Recruitment Dynamix Full time

    We are seeking an exceptional Customer Service Team Lead to join our team at Recruitment Dynamix. As a seasoned leader, you will be responsible for overseeing the performance of our sales call centre agents and driving business growth through strategic planning and execution.About the RoleIn this pivotal role, you will be accountable for managing daily...


  • Johannesburg, Gauteng, South Africa Capital Recruit Full time

    Job OverviewWe are seeking an experienced Customer Service Team Lead to join our team at Capital Recruit in Johannesburg. The successful candidate will lead and manage a high-performing customer service team, ensuring exceptional customer satisfaction.


  • Johannesburg, Gauteng, South Africa Cisco Full time

    What You'll DoAs a key member of the Cisco team, you will drive the successful adoption and utilization of our technologies and services within customer organizations, leading to value realization and growth. You will be the primary point-of-contact for customers, taking end-to-end ownership of their experience. You will understand their business and...

  • Security Team Leader

    1 month ago


    Johannesburg, Gauteng, South Africa TSU International Full time

    We are seeking a highly skilled and experienced Security Team Leader to join our team at TSU International in Gauteng.Job Description:Job Title: Security Team LeaderLocation: GautengSalary: R200,000 - R250,000 per annumAs a Security Team Leader, you will be responsible for overseeing the security operations at our sites in Gauteng. This includes supervising...

  • Clinical Team Leader

    1 month ago


    Johannesburg, Gauteng, South Africa St. John's Riverside Hospital Full time

    About the RoleSt. John's Riverside Hospital seeks a dedicated and compassionate Clinical Team Leader to join our team. As a Clinical Team Leader, you will provide patient-centered, strength-based medication adherence services using interventions to assess, identify, and address Social Determinants of Health (SDOH) for individuals living with...


  • Johannesburg, Gauteng, South Africa Sydsen Full time

    Job Description:We are seeking an experienced Parts Department Team Leader to manage and motivate the team.Key Responsibilities:Manage the day-to-day operations of the Parts DepartmentOversee inventory management and stock controlProvide exceptional customer serviceCoordinate orders for replacement partsMeet set targets and goalsMaintain accurate debtors...


  • Johannesburg, Gauteng, South Africa Ashton personnel Full time

    Job Title: Machining Team LeaderAbout the Role:We are seeking a highly skilled Machining Team Leader to join our team at Ashton Personnel. As a key member of our production team, you will be responsible for leading a team of CNC operators and ensuring the smooth operation of our manufacturing process.Key Responsibilities:Supervise and coordinate the...


  • Johannesburg, Gauteng, South Africa Tailormade Solution Full time

    Call Centre SupervisorWe are seeking a skilled and experienced Call Centre Supervisor to join our team at Tailormade Solution. This role will involve managing a market research call centre in Randburg, overseeing the day-to-day operations of the agents, and ensuring high levels of productivity and customer satisfaction.Key ResponsibilitiesRecruit, train, and...

  • Warehouse Team Leader

    4 weeks ago


    Johannesburg, Gauteng, South Africa Dante Personnel Full time

    We are seeking an experienced Warehouse Team Leader to join our team in Cape Town.About the RoleAs a key member of our operations team, you will be responsible for leading and managing a team of warehouse staff. You will oversee the day-to-day activities of the warehouse, ensuring that all tasks are completed efficiently and effectively.Key...


  • Johannesburg, Gauteng, South Africa Boston Scientific Full time

    About the Role:The Customer Care Manager has a crucial role in delivering superior customer service to both external customers and internal stakeholders by managing the Customer Care Team with responsibility for the order-to-cash processes.Key Responsibilities:Team and Process Management: Provides daily management, direction, and guidance to the Customer...


  • Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

    OverviewWe are seeking an experienced and culturally aware Contact Centre Team Leader to manage a team focused on the US market. This position requires a strong understanding of US culture and involves night shift work to align with US business hours.Key ResponsibilitiesLead and manage a team of contact center agents, ensuring quality customer interactions...


  • Johannesburg, Gauteng, South Africa Santam Full time

    Customer Service Consultant Job OverviewSantam, the market leader in the general insurance industry in Southern Africa, is seeking a highly skilled and experienced Client Service Consultant to join their team.About UsWe are a large, diversified, expanding and transforming company based in South Africa, with operations in emerging markets across Africa and...


  • Johannesburg, Gauteng, South Africa Watershed Consulting Full time

    About Watershed ConsultingWe are a dynamic and growth-oriented organization seeking an experienced Meat Production Team Leader to join our team in Alberton, Germiston, Boksburg, or Johannesburg South.Job SummaryThe successful candidate will lead the butchery department, ensuring exceptional meat products and outstanding customer service. As a key member of...


  • Johannesburg, Gauteng, South Africa Vontier Full time

    Vontier is a global leader in industrial technology, and as a Customer Service Consultant at our company, you will play a crucial role in driving customer satisfaction and retention. We are seeking an experienced professional to join our team and lead the way in delivering exceptional customer experiences.As a key member of our customer service team, you...


  • Johannesburg, Gauteng, South Africa Energy at Work Projects Full time

    Team Lead OpportunityAt Energy at Work Projects, we're searching for a skilled Personal Lines Claims Team Leader to join our team. As a leader in the insurance industry, you'll guide a team of claims professionals to deliver exceptional support and peace of mind to our policyholders. Your responsibilities will include: Leading and inspiring a team to deliver...