Customer Service Team Leader – Call Centre

About the role

Amplify5 is seeking an experienced Team Leader to manage a customer service team in Cape Town. The role involves overseeing advisors across phone, email, social media and live chat, ensuring high‑quality service and meeting operational targets for a UK‑based client.

Key responsibilities

• Lead, motivate and develop a team of Customer Service Advisors, conducting coaching, mentoring and performance reviews.
• Monitor individual and team performance against KPIs, service levels and attendance, creating improvement plans as needed.
• Foster employee engagement and maintain a positive, high‑performing team culture.
• Ensure all customer interactions are handled professionally across all channels and uphold service quality standards.
• Act as the primary escalation point for complex complaints, supporting advisors in resolving challenging situations.
• Identify training and development opportunities to continuously improve team capabilities.

Required profile

• At least 12 months’ experience leading people in a contact‑centre environment.
• Minimum 2 years’ experience in a customer service role.
• At least 18 months’ experience supporting UK customers.
• Proven track record of meeting customer service and operational KPIs.
• Experience handling escalations and complaint resolution.
• Strong coaching and performance‑management abilities.
• Excellent verbal and written communication skills.

Required skills