Cape Town City Centre: Customer Experience Team Manager | Cape Town

Are you an inspirational leader with a proven ability to manage, motivate, and coach a team to deliver exceptional customer service across all communication channels? A Global Leader in innovative travel and insurance solutions (serving over 400 million consumers worldwide) is seeking an experienced Customer Experience Team Manager to lead their multi-channel contact centre operations. This pivotal role is responsible for driving both individual and team performance against key metrics in a high-performing, industry-leading environment. If you have a strong background in a medium-sized sales, service, and claims call centre, and excel at interpreting performance data, this is your chance to make a significant impact on our global customer experience. Responsibilities: Performance Management: Lead, motivate, and manage agents to deliver outstanding service. Monitor team performance against KPIs (e.g., call handling time, customer satisfaction, quality scores) and drive continuous improvement. Coaching & Development: Provide regular coaching, feedback, and development opportunities to build a high-performing team. Operational Coordination: Manage team scheduling, adherence, and attendance to ensure optimal resource coverage. This requires a strong understanding of workforce management, forecasting, and scheduling. Service & Escalations: Act as a referral point for complex queries, complaints, and technical issues, ensuring timely and effective resolution. Compliance & Standards: Ensure all quality, regulatory, and procedural documentation is maintained. You must adhere to relevant regulatory Conduct rules and maintain a Duty of Responsibility for all managed activities. Experience: Proven experience in a similar team leader or supervisor role within a medium-sized sales/service and claims call/contact centre. Experience managing multi-channel customer service environments is also required. Skills: Strong people management, coaching skills, and the ability to inspire and lead by example. You must be data-driven, capable of interpreting performance metrics, and taking appropriate action. Technical: Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools. Mindset: Excellent communication, strong problem-solving abilities, and a calm, customer-focused approach under pressure. Environment: Comfortable working in a hybrid and regulated environment.