Team Leader

1 week ago

Century City, South Africa JSM Business Services Full time

**An exciting opportunity exists for an experienced Team Leader to lead a team of Service Desk Agents at this dynamic international ISP**

**Main Responsibilities**:

- Monitoring the queues and assign the incidents before missing Response time SLA
- Act as the main SPOC of the offshore team to cascade process updates and information.
- Mentoring of all new or current Service Desk as needed and coaching on specific quality concerns and areas for improvement to address performance issues to make sure to meet the KPIs set by the Kocho.
- Responsible in the issuance of the scorecard of the staff and discuss areas of opportunities. Conduct 1-2-1s and give written feedback for the staff to further improve performance.
- Responsible for daily reporting to Service Desk Manger and attending meeting as required.
- Provide cover 1st/2nd line level on calls and tickets that come through, resolving tickets within SLA agreements.
- Assisting with Queue Management as and when required.
- Responsible in maintaining a professional, safe and supportive work environment for Service Desk Team.
- Understand and adhere to all company policies.
- Responsible in Issuing staff Corrective Action documents - Notice to Explain, Follow up explanation, provide business impact and recommend decision based on the explanation received from the staff.
- Responsible in the Filing incident report for any client specific and process related incidents or escalations.
- Responsible in collating any staff shared services related concerns of employees (including but not limited to IT, Facilities, Finance and HR.)
- Performs any other duties that may be requested by the Service Desk Manager or Kocho management.

**Principal responsibilities and accountabilities**:

- Responsible for providing updates, assistance, and day to day guidance and monitoring. TL will ensure Service level are delivered and that the Service Desk complies with the required process & procedures as required.
- Ideally experience with ServiceNow ticket management
- Excellent attention to detail
- An understanding and some experience of Microsoft Applications and 0365
- Desirable to have knowledge in building and maintaining Dashboards
- Excellent written and verbal communication skills with ability to explain technical issues to non
- technical staff at all levels of an organisation.
- Highly capable problem-solving abilities.
- Experience of ServiceNow digital workflow and service platform or similar support system

**Key Attributes**:

- Calm under pressure with a good eye for detail
- Ability to multi-task
- Someone who likes working in a team
- Able to articulate requirements competently and seek help when required
- Positive outlook and an ability to take ownership of regular tasks to ensure there is not a dip in services delivered to our client

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

Ability to commute/relocate:

- Century City, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Team Leader: 2 years (required)

  • Team Leader

    24 hours ago

    Century City, South Africa WNS Global Services Full time

    Company Description **WNS Global Services Inc.** (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,...

  • Debtors Team Leader

    24 hours ago

    Century City, South Africa Travellab Africa Group Full time

    Our Club Travel team is looking for an **Debtors Team Leader**to join the team! **About the Role** To supervise the Debtors Team and execute/oversee all accounting functions in the team as expected by the Finance department. To ensure any flow of funds into or out of the company follow company internal control procedures to protect against fraud and...

  • Team Leader Operations(Night Shift)

    6 days ago

    Century City, South Africa WNS Global Services Full time

    Company Description **WNS Global Services Inc.** (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,...

  • Orm Team Leader

    6 days ago

    Century City, South Africa MWeb Full time

    **The role**: As a Team Leader you will be responsible for, developing, leading and guiding your team to achieve the business and the individual’s personal objectives. **Responsible for**: - The role will be accountable for responding to all customer queries related to accounts management, information and billing, but future development sees the role...

  • Forex Cash Team Leader

    1 week ago

    Century City, Western Cape, South Africa Standard Bank Full time R900 000 - R1 200 000 per year

    Job OverviewBusiness Segment: Personal & Private BankingLocation: ZA, Western Cape, Cape Town, Shop 599, Canal Walk Shopping Centre, Century Blvd, Century CityJob Type: Full-timeJob Ref ID: A-0001Date Posted: 11/4/2025Job DescriptionTo oversee all cash (including forex) matters (e.g., Cash Consultant II and/or ATMs) for a Point/s of Representation (POR/s)...

  • Credit Control Team Leader

    1 week ago

    Century City, South Africa Time Personnel Full time

    **REQUIREMENTS** - Matric, relevant qualification in finance / accounting advantageous - Min 10 years working experience - Ability to recognise issues and use initiative to identify and discuss proposed solutions - Microsoft office experience essential - Able to work independently and as a team - Excellent communication skills to deal with clients and...

  • Call Centre Team Lead

    1 week ago

    Century City, South Africa H2R Full time

    Western Cape, Century City - Monthly Cost To Company (Market related) One of our clients in the Medical Industry has a vacancy available for a highly skilled and experienced Call Center Team Leader with a nursing background to join our dynamic customer support team in Cape Town. This is a 12 month contract with the possibility to go permanent. As a Team...

  • Team Leader

    3 days ago

    Century City Drive, Cape Town, WC, South Africa WNS Global Services Full time R250 000 - R500 000 per year

    Company Description WNS Global Services Inc. (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

    3 days ago

    WNS House Heron Crescent Century City, Cape Town, South Africa WNS Global Services Full time R250 000 - R500 000 per year

    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,...

  • Back Office Administrator

    1 week ago

    Century City, South Africa Motivity (PTY) Ltd Full time

    Job description **OVERVIEW OF THE ROLE** Monitoring and maintaining customer accounts, customer service and handling back office administrative duties as per requirement. **KEY RESPONSIBILITIES** - Overseeing the planning and implementation of multiple concurrent projects. - Identifying, reviewing, and evaluating the project schedules, milestones and...