Contact Center Team Lead

3 days ago

Johannesburg Metropolitan Area, South Africa Alexforbes Full time

Are you a people-first leader with a passion for customer service, team development, and operational excellence? Join our team and lead a high-performing contact centre unit where service, quality, and values come together.

Education

  • Matric (NQF 4)
    – Essential
  • National Certificate in Customer Service Management
    – Recommended

Experience

  • Minimum
    5 years' experience
    as a Team Leader in a
    frontline or contact centre
    environment.
  • Proven ability to manage teams handling
    inbound calls and face-to-face client interactions
  • Strong background in
    Financial services customer service
    /
    Employee benefits experience
    – Essential
  • Skilled in
    setting performance targets
    , streamlining processes, and managing multi-service environments
  • Exceptional
    interpersonal, coaching, and team management
    skills

Key Responsibilities

  • Lead & Support Your Team
    : Provide daily coaching, mentoring, and supervision to foster a collaborative, client-focused culture
  • Drive Performance
    : Monitor KPIs, identify skill gaps, and implement training strategies to meet performance targets
  • Manage Operations
    : Oversee national switchboard and reception, ensure workload balance, and maintain service quality
  • Enhance Customer Experience
    : Act as the first point of escalation, resolve issues efficiently, and ensure professional client interactions
  • Ensure Data Integrity
    : Manage visitor logs, agent reports, and quality tracking tools as well as reporting
  • Compliance & Governance
    : Ensure full adherence to company policies, procedures, and
    POPIA
    regulations

Treating Customers Fairly (TCF)

  • Identify and pursue opportunities aligned with
    TCF principles
  • Maintain strong client relationships and act as a
    brand ambassador
    for Alexforbes
  • Model ethical behaviour and contribute to a positive, inclusive workplace culture

Development & Leadership

  • Participate in training, coaching, and professional development
  • Mentor and empower team members, fostering continuous growth
  • Provide constructive feedback and support performance improvement
  • Promote innovation, collaboration, and a culture of excellence

Core Competencies & Skills

  • Business Skills
    : Time management, negotiation, planning, relationship-building, problem-solving
  • Functional Skills
    : Communication, teamwork, adaptability, emotional intelligence, resilience
  • People Skills
    : Active listening, mentoring, delegation, conflict resolution, leadership
  • Technical Proficiency
    : CRM systems, contact centre tools, reporting and analytics
  • Quality Awareness
    : Consistently high standards, attention to detail, and service excellence

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