Call Center Team Lead

About the role

UnifyCX is expanding its operations in South Africa and is looking for a Call Center Team Lead to guide a group of customer service representatives. You will be responsible for ensuring high‑quality service delivery, operational efficiency, and a strong customer‑centric culture.

Key responsibilities

• Supervise and support a team of call centre representatives, conduct regular meetings and one‑on‑one coaching.
• Manage scheduling to meet service‑level targets and ensure adequate coverage.
• Track and analyse KPIs such as call volume, average handle time and customer satisfaction, and prepare performance reports.
• Handle escalated customer issues and ensure compliance with company policies.
• Onboard, train and develop new team members, identifying further training needs.
• Implement process improvements and collaborate with other departments to resolve operational challenges.
• Maintain accurate records of team performance and incidents, presenting reports to senior management.

Required profile

• Bachelor’s degree in Business Administration, Management or related field (preferred but not mandatory).
• Minimum 5 years of experience in a call centre or BPO environment, including at least 1 year in a supervisory or team‑lead role.
• Strong leadership, communication and problem‑solving abilities.
• Motivated, results‑driven and empathetic with a customer‑focused mindset.

Required skills

• Proficiency with call centre software.
• Experience using CRM systems.