Customer Service Team Leader

About the role

We are looking for an experienced Customer Service Team Leader to manage and develop a high‑performing team of 15+ agents in our Cape Town contact centre. You will be responsible for ensuring service quality, productivity, and continuous improvement across voice and email channels.

Key responsibilities

• Measure and manage internal attendance, time‑keeping and productivity targets.
• Perform quality assessments on voice and email interactions to maintain compliance standards.
• Identify and escalate system or process improvements to enhance the customer journey.
• Coach agents during probation, deliver regular performance discussions and group coaching sessions.
• Report on individual and team performance against KPIs and service level agreements.
• Liaise with internal departments to resolve customer queries and escalations.
• Lead root‑cause analysis of service failures and implement preventive actions.
• Manage staffing, complaints, and people‑related issues, ensuring a motivated and focused team.

Required profile

• Passionate about teamwork and results‑oriented.
• Strong verbal and written communication skills.
• Demonstrated leadership ability and accountability.
• Analytical, problem‑solving and excellent listening skills.
• Self‑motivated and driven to achieve targets.

Required skills

• Intermediate to advanced Excel skills.
• High level of computer literacy.

What we offer

• Market‑related benefits and a dynamic work environment.
• Opportunities for growth in a hyper‑growth company.
• Challenging projects that keep the role engaging.