Team Leader

Minimum Requirements

• Minimum 2 years Call Centre experience (Insurance industry preferred)
• Minimum 1 year Team Leader / Supervisory experience in a Call Centre or BPO environment
• Grade 12 / Matric
• Clear criminal record
• Strong leadership and people management skills
• Strong reporting and administrative skills
• Computer literate (MS Excel, CRM systems, Workforce systems advantageous)
• Willingness to work shifts, weekends, or public holidays if required

Key Responsibilities

• Manage daily operations of a team of Call Centre Agents
• Monitor and drive team performance against KPIs (AHT, QA, Conversion, CSAT, Attendance, Productivity)
• Conduct coaching sessions, performance reviews, and development plans
• Handle escalations and resolve complex customer queries
• Ensure adherence to client SLAs, company policies, and regulatory requirements
• Compile and submit daily, weekly, and monthly performance reports
• Support training, onboarding, and upskilling of new and existing staff
• Drive team motivation, engagement, and retention

Key Competencies

• Strong leadership and decision-making ability
• Performance management and coaching skills
• Strong analytical and reporting capability
• Excellent communication and interpersonal skills
• Conflict resolution and problem-solving skills
• Ability to work under pressure in a target-driven environment
• Strong organisational and time management skills