Contact Center Team Lead

About the role

Alexforbes is seeking a people‑first leader to head a high‑performing contact centre unit. You will combine operational excellence with a strong focus on customer service, team development and compliance within the financial services sector.

Key responsibilities

• Provide daily coaching, mentoring and supervision to foster a collaborative, client‑focused culture.
• Monitor KPIs, identify skill gaps and implement training strategies to meet performance targets.
• Oversee the national switchboard and reception, balance workloads and maintain service quality.
• Act as the first point of escalation, resolve client issues efficiently and ensure professional interactions.
• Manage visitor logs, agent reports, quality tracking tools and related reporting.
• Ensure full compliance with company policies, POPIA regulations and Treating Customers Fairly (TCF) principles.
• Maintain strong client relationships and represent the Alexforbes brand.

Required profile

• Matric (NQF 4) qualification – essential.
• National Certificate in Customer Service Management – preferred.
• Minimum 5 years’ experience as a team leader in a frontline or contact‑centre environment.
• Proven experience managing inbound call teams and face‑to‑face client interactions.
• Strong background in financial services customer service or employee benefits.

Required skills

• Proficiency with CRM systems.
• Experience using contact‑centre tools.
• Ability to generate and analyse reporting and analytics.

What we offer

• Bursary and leadership development programmes.
• E‑learning forums and continuous learning opportunities.
• Financial planning support tailored for staff.
• Competitive short‑ and long‑term incentives within a total rewards package.
• Monetary recognition for outstanding performance and referral incentives.