Team Leader Customer Service

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.