Team Lead – Customer Care (Assistant Manager)

About the role

The Assistant Manager (Team Lead) role is responsible for delivering high‑quality customer service within an insurance BPO environment. You will lead a team of customer care agents, ensure compliance with service level agreements, and handle escalations while maintaining productivity and quality standards.

Key responsibilities

• Lead, manage and motivate a team of customer care agents to achieve quality and productivity targets.
• Monitor individual and team performance, providing coaching, feedback and performance management.
• Set clear performance goals and KPIs aligned with operational objectives.
• Conduct regular team meetings and foster an open, values‑driven communication culture.
• Implement on‑floor strategies to reduce attrition and improve employee engagement.
• Track, analyse and report on key performance metrics and service delivery outcomes.
• Identify training needs and facilitate targeted coaching and development.
• Handle customer complaints and escalations within agreed turnaround times.
• Manage inbound call flows to ensure optimal coverage and service levels.
• Prepare and present performance reports to senior management.
• Support recruitment, onboarding and integration of new agents.
• Drive continuous improvement initiatives to enhance service quality and productivity.

Required profile

• Minimum 2 + years’ experience as a Team Leader or Assistant Manager in a BPO environment.
• Ability to thrive in a high‑energy, fast‑moving setting.
• Strong problem‑solving and communication skills.
• People‑oriented leader who enjoys coaching and making an impact.
• Willingness to work from the Cape Town office.
• Clear credit and criminal record.
• Matric / Grade 12 qualification.

Required skills