Team Leader / Supervisor – Customer Care Call Centre

About the role

IntelliBPO is seeking a full‑time, on‑site Team Leader/Supervisor to manage a group of customer‑care agents in its Johannesburg call‑centre. You will coach, guide and monitor performance to ensure service quality and productivity targets are consistently met.

Key responsibilities

• Oversee daily team schedules, call queues and service‑level adherence.
• Provide coaching, feedback and performance reviews to agents.
• Handle escalations and ensure compliance with client requirements.
• Analyse performance reports, identify trends and implement improvement actions.
• Coordinate training needs, support onboarding of new agents and maintain clear communication with management and clients.
• Monitor and discuss statistics on a daily, weekly and monthly basis.
• Attend regular meetings, listen to agent calls, manage emails and maintain an organized filing system.

Required profile

• Strong customer‑facing experience with a focus on satisfaction.
• Excellent verbal and written communication skills.
• Solid analytical ability to interpret metrics and recommend improvements.
• Proven call‑centre or BPO experience, preferably in a supervisory or senior‑agent role.
• Ability to lead, motivate and develop diverse teams in a fast‑paced environment.
• Strong organisational and time‑management skills, including shift and roster planning.
• Grade 12 or equivalent; additional qualifications in business or communications are a plus.
• Willingness to work flexible hours or shifts as required.

Required skills

• Familiarity with call‑centre technologies.
• Experience using CRM tools.
• Proficiency with reporting systems.