Cape Town: Call Centre Team Manager posted by CallForce

February 1, 2026

CallForce

Western Cape

Other Professions

Job Description

Work with an iconic international brand to lead, mentor and coach a team of Call Centre Agents to create
and deliver amazing customer experiences. Support and motivate your team to ensure theyre on track
to meet client goals. Handle customer escalations, contribute to creating a positive work environment.

Leading and managing a team of Call Centre Agents to achieve client SLA requirements
Continuously promote a performance-driven culture and always work towards reaching for amazing
results
Be accountable for the performance of each agent reaching their daily targets and ensuring that
professional relationships exist with customers
Ensuring that reporting and informational needs are met, and that management is kept well
informed of daily activities and significant problems
Motivating team to achieve daily targets
Improve the key success metrics associated with goals including:

o Customer Satisfaction Score
o Service Level Goals
o Quality Goals

Guiding, coaching, training and equipping agents with all competencies to reach meet performance
and customer service objectives
Coordinate training on new or revised information relating to services, products or processes of
projects
Ensuring all customer questions and complaints are resolved in a timely manner
Brainstorming with the team around issues or challenges that may hinder optimum performance
and give recommendations to improve sales
Handle employee related issues. Monitoring attendance, punctuality and leave
Report on statistics, data, ratios, attrition and terminations
Suggest areas of improvement for systems, policies and processes used and propose solutions
Manage quality assurance
Assist with recruitment, HR admin, personal development and other areas that contribute to
maintaining processes and the growth of the campaign

Requirements
Matric
1-2 years contact Centre Team Leader experience

Competencies

Strong ability to motivate and guide a team

View Job Durban: Brand Group Planner posted by Hire Resolve

Strong ability to empathise with customer
Strong problem-solving skills
Consistently mentor and inspire others
Customer focused mindset
Understanding, interpreting, and manipulating data for reporting
Ability to resolve escalated customer issues

Please send CV to .za

How to Apply

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

About Other Professions Jobs in Western Cape

When it comes to careers in the Western Cape, South Africa, the field of Other Professions encompasses a diverse range of roles that cater to various industries and sectors. Generally, this field is characterized by strong job prospects, driven by the growing demand for skilled professionals in sectors such as technology, finance, and manufacturing. Typically, these roles require a combination of technical expertise, business acumen, and interpersonal skills.

Typically, salaries for Other Professions roles in the Western Cape range from R500 000 to R1,5 million per annum, depending on factors such as experience, company size, and industry sector. Commonly, senior roles or those within larger companies tend to command higher salaries. However, it’s essential to note that these figures are only general guidelines and may vary widely based on individual circumstances.

Common skills required for Other Professions roles include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, the ability to think strategically, and proficiency in industry-specific software or tools. Typically, professionals in this field also possess a degree in a relevant field such as business administration, engineering, or computer science. Additionally, many roles require experience working with data analytics, project management, or team leadership.

Other Professions roles are commonly found within various industries, including financial services, technology, manufacturing, and logistics. These sectors often require professionals to be adaptable, flexible, and able to think creatively. In terms of career development, there are numerous opportunities for advancement, from specialized roles to senior leadership positions or entrepreneurial ventures.

View Job Cape Town: Senior Accounts Receivable Specialist posted by CallForce

For those interested in pursuing a career in Other Professions, it’s essential to stay up-to-date with industry trends, develop strong skills, and build a network of professional contacts. Many professionals in this field also pursue ongoing education and training to stay ahead of the curve, whether through formal certifications or continuous learning initiatives. By focusing on personal development, staying adaptable, and being open to new opportunities, individuals can set themselves up for success in this exciting and rewarding field.

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

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