Customer Service Team Leader

About the role

We are seeking an energetic Customer Service Team Leader to join our fast‑paced call centre in Cape Town. The role involves guiding a team of agents, ensuring high‑quality service delivery, and maintaining strong customer satisfaction levels.

Key responsibilities

• Lead and manage the day‑to‑day operations of a customer service team.
• Coach, mentor and develop team members to achieve performance targets.
• Monitor and drive team productivity, quality and customer satisfaction metrics.
• Handle escalations and support effective problem‑solving.
• Ensure compliance with company policies and procedures.
• Foster a positive, engaged and high‑performing team culture.
• Provide regular performance feedback and support employee development.

Required profile

• Minimum 1–2 years’ experience in a team‑leader, supervisor or similar leadership role.
• Previous experience in a customer service, contact centre or BPO environment is advantageous.
• Strong communication and interpersonal skills.
• Excellent coaching, mentoring and people‑management abilities.
• Strong problem‑solving and decision‑making skills.
• Ability to work in a fast‑paced, target‑driven environment.

Required skills

• Proficiency with Microsoft Office applications.

What we offer

• Market‑related remuneration.
• Career growth and development opportunities.
• Exposure to an international customer service environment.
• Supportive and collaborative team culture.
• Ongoing training and leadership development.