Overview
Call Center Team Lead Jobs in City of Cape Town, Western Cape, South Africa at Sourcefit
Title: Call Center Team Lead
Company: Sourcefit
Location: City of Cape Town, Western Cape, South Africa
Job Purpose
The Customer Service Team Leader is responsible for managing and supporting a team of customer service agents handling chat, email, and voice interactions. The role focuses on driving performance, ensuring service excellence, maintaining quality standards, and fostering a high-performance team culture.
Key Responsibilities
Team Management & Leadership
- Lead, coach, and develop a team of customer service agents across chat, email, and voice channels
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Drive team engagement, morale, and retention
- Manage attendance, schedules, and adherence to shift requirements
Performance Management
- Monitor and manage individual and team KPIs (AHT, CSAT, FCR, SLA adherence, quality scores)
- Identify performance gaps and implement improvement plans
- Provide real-time support and escalation handling
Operational Oversight
- Ensure smooth day-to-day operations across all communication channels
- Allocate workload effectively to meet service level agreements (SLAs)
- Provide regular reporting (hourly, daily, weekly) on team performance and service delivery
Quality Assurance & Compliance
- Conduct quality checks on customer interactions (calls, emails, chats)
- Ensure adherence to company policies, client requirements, and compliance standards
- Identify trends and implement corrective actions to improve service quality
Client & Stakeholder Communication
- Act as a point of contact for internal stakeholders and clients where required
- Provide performance updates and insights to management
- Participate in client meetings and operational reviews (if applicable)
