Call Center Team Lead

About the role

UnifyCX is expanding its operations in South Africa and seeks an experienced Call Center Team Lead to manage a group of customer service representatives. You will be responsible for ensuring high‑quality service delivery, operational efficiency, and a positive customer experience.

Key responsibilities

• Supervise and support a team of call centre representatives, conducting regular meetings and one‑on‑one coaching sessions.
• Monitor performance metrics such as call volume, average handle time, and customer satisfaction, and prepare reports for management.
• Handle escalated customer issues and ensure adherence to company policies.
• Manage scheduling to guarantee adequate coverage and meet service‑level targets.
• Identify training needs, onboard new hires, and collaborate on training programmes.
• Implement process improvements to boost productivity and service quality.
• Maintain accurate records of team performance and incidents.

Required profile

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

Required skills

• Proficiency with call centre software and CRM systems (generic).