Team Leader Customer Service
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Collinson is a global privately-owned company with over 1100 employees across 20 locations worldwide. We are dedicated to helping our clients acquire retain and optimise customer relationships through world-class products and services including Priority Pass (the worlds largest independent airport lounge access programme with 1300 lounges globally) and Columbus Insurance a leading travel insurance specialist.
We are currently looking for a Team Leader to join our Contact Centre Operations team.
About the Role
Reporting to the Junior Operations Manager the Team Leader will be responsible for managing motivating and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded.
This role requires a confident people leader who thrives in a fast-paced 24/7 environment and can remain calm focused and adaptable under pressure.
Key Responsibilities
Actively manage and support agents through regular feedback coaching and performance management
Oversee day-to-day operational performance of the assigned team
Ensure all KPIs quality standards and client SLAs are achieved
Manage adherence attendance and scheduling within the team
Handle escalations customer complaints and operational interruptions
Conduct 1:1 performance and development sessions (PEPs)
Work closely with Performance Coaches to support agent development
Compile analyse and report on operational data and performance metrics
Maintain consistent communication within the team and across departments
Lead by example and uphold Collinson Group South Africas standards of professionalism integrity and conduct
Ensure full compliance with company policies procedures and quality standards
Skills Experience & Attributes
Managerial Diploma or Degree (advantageous)
Strong knowledge of customer service and contact centre operations
Proven people management and coaching experience
Advanced computer literacy and strong data analysis skills
Excellent verbal and written communication skills
Strong problem-solving and conflict resolution abilities
Process-driven with strong attention to detail
Highly motivated adaptable and able to manage priorities under pressure
Ability to build strong working relationships across teams and departments
What Youll Need to Succeed
Ability to manage multiple priorities in a fast-paced environment
Calm focused approach during high-pressure situations
Willingness to learn and adapt to new systems and technologies
Flexibility to work rotational shifts in a 24/7 operation
Collinson offers a dynamic inclusive work environment with opportunities for growth and development. Job responsibilities and deliverables may be reviewed periodically and will be aligned to a performance contract.
About Company
We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557Registered address : 3 More Lo ... View more
