Call Centre Team Leader

About the role

MSX International is looking for a Team Leader to drive performance and excellence in its Call Centre Operations. Reporting to the Call Centre Manager, the role leads and develops a team of agents so they can deliver outstanding customer service, meet operational targets and build a positive team culture.

Key responsibilities

• Manage daily call centre operations, monitor performance and ensure compliance with policies and SLAs
• Coach, mentor and motivate agents to achieve KPIs in productivity, quality and customer satisfaction
• Provide training, support onboarding and encourage continuous improvement
• Prepare performance reports, track attendance and keep accurate documentation
• Review calls, champion customer-centric practices and implement quality improvements
• Maintain morale, lead by example and support change initiatives

Required profile

• Matric (Grade 12)
• Proven experience in a call centre environment
• Strong knowledge of call centre metrics, systems and processes
• Excellent communication and interpersonal skills
• Analytical, problem-solving mindset with resilience under pressure

Required skills

• Proficiency in call centre software and reporting tools
• Proficiency in MS Office
• Leadership, coaching and mentoring ability