Job Description
About the Role
We are seeking an experienced Call Centre Team Leader to join our team in Pretoria East. As a key member of our operations team, you will be responsible for leading and motivating a team of call centre agents to achieve KPIs and performance targets. You will also be responsible for ensuring adherence to compliance and regulatory requirements, as well as maintaining high standards of quality assurance and operational excellence.
Key Responsibilities
- Lead, manage, and motivate a team of call centre agents to achieve KPIs and performance targets
- Monitor team performance, productivity, and service levels
- Provide ongoing coaching, mentoring, and performance management
- Handle escalations and resolve complex customer interactions
- Ensure adherence to compliance and regulatory requirements
- Analyse performance data and implement strategies to improve efficiency
- Oversee dialler operations, campaigns, and reporting processes
- Maintain high standards of quality assurance and operational excellence
Minimum Requirements
- 4 to 6 years’ experience in a call centre environment
- 2 to 5 years’ experience in a Team Leader or supervisory role
- Proven track record of meeting and exceeding KPIs
- Strong understanding of call centre operations, targets, and performance metrics
- Experience managing and developing high-performing teams
- Experience handling escalations and difficult customer interactions
- Strong communication and interpersonal skills
- Ability to work under pressure in a fast-paced, high-volume environment
- Matric (Grade 12) essential
- Experience within banking, financial services, or legal environments advantageous
Experience & Exposure
- High-volume inbound and/or outbound call centre environments
- Collections, customer service, or sales-driven operations
- Financial services sector (banks, credit providers)
- Dialler systems, campaign management, and call centre technologies
- Performance management, coaching, and staff development
- Regulated environments with compliance requirements
- Improving team performance and operational efficiency
Key Skills & Competencies
- Strong leadership and people management ability
- Coaching, mentoring, and staff development skills
- Performance management and KPI monitoring
- Excellent problem-solving and decision-making ability
- Conflict resolution and escalation handling
- Strong organisational and administrative skills
- Analytical thinking with reporting capability
- Adaptability in a fast-paced environment
- Quality assurance focus and attention to detail
Salary & Benefits
- Salary: R14,000 – R18,000 per month (depending on experience)
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Call Centre Jobs in Gauteng
Call centre positions are a common entry point for many careers in Gauteng, South Africa. Typically, these roles are found across various industries, with the financial services sector and technology industry being particularly prominent employers. Generally, call centres operate on a 24/7 basis to cater to customer inquiries, complaints, and transactions, making it an essential function in today’s service-oriented economy.
When it comes to salary expectations for call centre positions, it’s generally true that entry-level roles can range from R20 000 to R35 000 per annum, with more experienced professionals earning upwards of R50 000. However, salaries can vary significantly depending on factors such as the company size, industry sector, and individual performance. Typically, those with relevant experience or advanced technical skills can command higher salaries.
Common skills required for a call centre role include excellent communication and problem-solving abilities, as well as proficiency in computer applications, particularly software used for customer relationship management. Other essential skills often include time management, adaptability, and emotional intelligence. In addition to these core skills, many employers also look for candidates with experience in sales, customer service, or related fields.
Call centres can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. The retail and tourism sectors are also significant employers of call centre professionals. Generally, companies operating in the financial services sector require a higher level of technical expertise, while those in the retail sector place greater emphasis on communication and customer service skills.
For those interested in pursuing a career in call centres, there are several opportunities for development and advancement. Typically, many call centres offer training programs to equip employees with additional skills, such as sales or leadership competencies. Experienced professionals can also move into specialist roles, such as quality assurance or team management, or transition into related careers, like account management or business analysis.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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