Call Center Team Leader
Location
Cape Town, Western Cape
Job Type
Contract
Category
Supervisors of Office and Administrative Support Workers
Posted
June 23, 2026
A Call Center Team Leader drives team performance by coaching agents, monitoring KPIs (CSAT, AHT, SLA), and resolving escalated issues to ensure high-quality customer service. They are responsible for motivating staff, conducting performance reviews, managing schedules, and implementing process improvements to boost efficiency and achieve operational targets.
Key Responsibilities:
- Performance Coaching: Mentored a team of [Number] agents, providing 1-on-1 feedback, training, and development plans to improve quality scores and reduce average handling time (AHT).
- KPI Management: Consistently met or exceeded monthly Service Level Agreements (SLA) and Key Performance Indicators (KPIs) through real-time monitoring and proactive adjustments.
- Escalation Handling: Resolved complex customer complaints and escalated calls efficiently, improving customer satisfaction (CSAT) ra...