Customer Service Team Leader

About the role

Digicall Group is looking for a proactive Customer Service Team Leader to oversee its call centre operations. You will manage daily activities, drive performance against targets, and ensure a high‑quality customer experience throughout the contractual lifecycle.

Key responsibilities

• Supervise a team of agents, monitoring real‑time activity, productivity and adherence to service level agreements.
• Maintain an 80% SLA and keep abandoned call rates below 5% on inbound lines.
• Plan workforce schedules, arrange additional staffing when needed, and manage breaks to match call volume.
• Test phones and systems before and after shifts, reporting any defects to IT or management.
• Implement Quality Management recommendations and continuously seek process improvements.
• Provide coaching, product information and problem‑solving support to agents.
• Conduct regular performance evaluations and monthly performance discussions.
• Participate in required meetings and ensure timely escalation of issues.

Required profile

• Minimum Grade 12 or NQF Level 4; preferably a Customer Service or Call Centre qualification.
• A B Degree is advantageous.
• At least 5 years of customer care experience, including 2 years in a supervisory role.

Required skills