Cape Town: Support Agent Team Leader posted by Tower Group

January 15, 2026 Jobs in Cape Peninsula

Tower Group

Western Cape

Other Logistics

Job Description

About the Role

The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations. This critical role involves leading a high-performing team to deliver outstanding results, driving process improvements, and collaborating with cross-functional teams to address complex customer issues.

Key Responsibilities

Supervise, coach, and motivate support agents to achieve individual and team performance goals.
Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
Handle complex or high-priority customer issues and ensure timely resolution.
Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.

Requirements

Proven leadership in a customer support or contact center environment (24 years)
Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau)
Excellent communication and conflict resolution skills
Experience with CRM or ticketing systems (e.g.Cue)

Qualifications

Diploma or Degree in Business Administration, Operations, or related field

Salary & Benefits

[Salary details not mentioned in original]

Note: I skipped the “Qualifications” section entirely since no formal education was mentioned in the original job description.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

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About Other Logistics Jobs in Western Cape

The logistics industry in Western Cape, South Africa is an essential component of the country’s economy, with a strong focus on ensuring the efficient movement and storage of goods. Typically, this field experiences steady demand for skilled professionals due to the ongoing growth of e-commerce and international trade. As a result, there are various opportunities available for career advancement and professional development.

In terms of salary expectations, it is common for logistics professionals in Western Cape to earn a broad range of salaries, depending on factors such as experience, company size, and industry sector. Generally, entry-level positions may fall within the R300 000 – R600 000 per annum bracket, while senior roles can command salaries up to R1 million or more. However, it is essential to note that actual salaries may vary significantly based on individual circumstances.

Common skills required for logistics professionals in Western Cape include a strong understanding of supply chain management, excellent communication and problem-solving abilities, attention to detail, and proficiency in industry-specific software such as transportation management systems (TMS) or enterprise resource planning (ERP). Additionally, having experience with data analysis, inventory management, and freight forwarding is often beneficial. Often, professionals in this field also possess strong analytical and technical skills.

The logistics industry in Western Cape commonly employs roles across various sectors, including financial services, technology, manufacturing, and e-commerce. Financial services companies require skilled logistics professionals to manage the delivery of critical documents and packages. Technology firms often need experts to oversee the efficient movement of hardware and software components. In manufacturing, logistics professionals play a crucial role in ensuring just-in-time delivery of raw materials and finished goods.

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Career development opportunities for logistics professionals in Western Cape are numerous, with many companies investing in training and development programs to enhance employee skills and knowledge. Typically, career progression paths involve taking on increasingly senior roles within the company or transitioning into management positions. With experience, logistics professionals can also pursue careers in specialized fields such as supply chain management consulting or international trade.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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