Lead Call Center

5 days ago

Johannesburg, Gauteng, South Africa Affinity International Full time R250 000 - R400 000 per year


Lead Call Center & Screening Specialist
Overview

We are seeking an experienced and motivated Lead Call Center & Screening Specialist to

oversee the daily operations of our growing call center and intake/screening team. In this

leadership role, you will ensure staff are managing time effectively, delivering high-quality client

interactions, and meeting organizational standards. You will coach and support team members,

monitor performance, and implement process improvements that enhance both client

satisfaction and team efficiency.

Key Responsibilities

Oversee call queues and schedules to ensure a steady flow of screening appointments.

Monitor screener performance, productivity, and accuracy of assessments.

Provide leadership, coaching, and daily support to call center agents and screeners.

Monitor voicemails and text messages to guarantee prompt and professional responses.

Supervise intake/screening processes to ensure efficiency, accuracy, and positive client

experiences.

Track performance metrics (e.g., response times, call quality, intake completion) and

provide timely feedback.

Support onboarding, training, and development of new team members.

Collaborate with organizational leadership to refine intake workflows and improve

service delivery.

Ensure staff are maximizing productivity and adhering to established standards.

Act as a point of escalation for complex client issues, resolving or escalating as

appropriate.

Foster a positive, mission-driven, and client-centered culture across the team.

Qualifications

High school diploma or equivalent required; bachelor's degree preferred.

Experience in call center operations, intake, or client services required.

Previous leadership, team lead, or coordinator experience strongly preferred.

Strong communication, organizational, and problem-solving skills.

Professional, warm, and supportive demeanor with the ability to motivate staff.

Proficiency with CRM and scheduling systems, or willingness to learn quickly.

Flexible, adaptable, and comfortable working in a fast-paced, growing organization.


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