Team Leader: Customer call centre

Recruiter:

Tafadzwa Consulting

Job Ref:

JHB000058/KS

Date posted:

Friday, October 16, 2026

Location:

Centurion, South Africa

SUMMARY:
Our client is seeking an experienced Team Leader: Customer Call Centre to oversee daily call centre operations, lead and support a team of customer service representatives, manage escalated customer queries and complaints, monitor service delivery performance, and ensure excellent customer service in line with the company’s policies, procedures, and service standards. The ideal candidate must have strong leadership, communication, problem-solving, and operational management skills, with relevant call centre experience.

POSITION INFO:
Qualifications and Experience

Bachelor’s Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification.
A call centre qualification will be an advantage.
At least five (5) years of relevant experience in a call centre-related environment, of which at least two (2) years must be at a supervisory level.

Technical and Behavioural Competencies Required

Planning, organising, and coordinating.
Personal mastery.
Judgement and decision-making.
Ethics and values.
Client service orientation.
Ability to interpret policies and Standard Operating Procedures (SOPs) and provide guidance on processes.
Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Microsoft Project.
Strong understanding of operational processes.
Confidence and competence in dealing with customers.
Knowledge of customer relationship management.
Understanding of data capturing and entry.
Knowledge of customer service principles and practices.
Ability to identify employee training and coaching needs.

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