Call Center Team Lead

About the role

The Call Center Team Lead will oversee a group of customer service representatives at UnifyCX’s new South African location. You will ensure high‑quality service, operational efficiency and achievement of performance targets while fostering a customer‑centric culture.

Key responsibilities

• Supervise and support a team of call‑center agents, conduct regular meetings and one‑on‑one coaching.
• Manage scheduling to guarantee adequate coverage and meet service‑level agreements.
• Track and analyse KPIs such as call volume, average handle time and customer‑satisfaction scores, and prepare performance reports.
• Handle escalated and complex customer inquiries, ensuring compliance with company policies.
• Onboard, train and develop new team members, identifying further training needs.
• Implement process improvements to boost productivity and service quality.
• Maintain accurate records of team performance and incidents, and present metrics to senior management.

Required profile

• Bachelor’s degree in Business Administration, Management or related field (preferred but not mandatory).
• Minimum 5 years experience in a call‑center 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‑center software.
• Experience using CRM systems.