We are seeking a dynamic and results-driven Contact Centre Team Leader to oversee the daily operations of our Contact Centre team. This role is responsible for managing escalations, ensuring SLA adherence, and driving a high-performance culture through coaching, motivation, and continuous service improvement. The ideal candidate is a hands-on leader with strong operational insight and a passion for delivering exceptional customer service.

Key Responsibilities

• Monitor and manage daily, weekly, and monthly reports, including:
• Team performance (punctuality, phone and ticket SLA)
• Root cause analysis (query types, recurring vendor issues)
• Major outages impacting the Contact Centre
• Voucher reversal tracking
• Identify operational inefficiencies and implement corrective actions
• Compile and manage staff rosters (leave, training, scheduling)
• Lead the team’s daily operations, ensuring effective response times and issue resolution
• Collaborate with the 2IC team to manage queue activity and inbound call volumes
• Maintain awareness of real-time metrics (calls waiting, abandonment rate, etc.)
• Foster a positive team environment through effective communication and motivation
• Partner with internal teams (QA, Trainer, etc.) to review and refine processes and procedures
• Support management with ad-hoc projects and operational initiatives
• Conduct regular 1:1 sessions and team feedback meetings
• Take ownership of complex escalations unresolved by Level 1 or 2IC teams
• Participate in the standby roster
• Fulfil additional responsibilities as required based on business needs

 Minimum Requirements

• Matric (Grade 12)
• Strong computer literacy
• Proven Contact Centre and Client Services experience
• Demonstrated leadership experience, including performance management
• Financial exposure (e.g., handling investigations, debtors/creditors)

Behavioural Competencies

• Meticulous attention to detail and accuracy
• Exceptional customer service orientation
• Motivated, proactive with a positive, can-do attitude
• Professional, yet personable
• Strong organisational skills with the ability to draft/review procedures
• Able to remain calm and perform under pressure
• Conflict management and problem-solving capabilities
• Ownership mentality – able to manage escalations through to resolution
• Reliable transport – this is a non-negotiable requirement
• Excellent verbal and written communication skills
• Creative and innovative thinker
• Resilient under tight deadlines and changing priorities