Call Centre Team Manager (2 positions)

About the role

The role involves managing and overseeing a team of Customer Service Agents to achieve service levels, deliver positive customer experiences and maintain an integrated people‑management approach. You will be responsible for daily operations, coaching, performance monitoring and ensuring compliance with company policies.

Key responsibilities

• Supervise, lead and performance‑manage a team of agents.
• Drive client service objectives and maintain service levels.
• Ensure correct procedures are followed and provide direction for improvement.
• Support teams and resolve internal and external queries.
• Develop and implement productivity programs and first‑call resolution initiatives.
• Detect and escalate fraud and misrepresentation.
• Ensure team adherence to workforce management schedules.
• Conduct regular one‑on‑one coaching, identify training needs and perform QA audits.
• Manage team administration including onboarding, probation reviews, absenteeism, leave processing and terminations.
• Set, track and report on individual targets and department KPIs.

Required profile

• Grade 12 qualification.
• Minimum 2 years experience as a Team Manager in a call centre environment.
• Experience handling employee relations, poor performance and absence management.
• Proven ability to lead teams of at least 15 people.
• Knowledge of call centre processes and consumer credit/retail credit environment.

Required skills

• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.