Are you ready to lead from the front and drive performance through people?
Afrizan People Intelligence BPO is looking for a passionate and driven Team Leader to manage and coach a team of OmniChannel Agents. This is your opportunity to shape the customer experience journey by combining operational discipline with a people-first approach in a fast-paced, tech-enabled BPO environment.
Responsibilities
- Drive day-to-day performance of the team to meet service level targets, KPIs, and quality standards
- Deliver structured coaching and feedback to agents to enhance customer service, sales and retention
- Analyse performance data and implement improvement plans where necessary
- Handle escalated customer complaints with urgency and professionalism
- Ensure agents follow all compliance, policy, and escalation procedures
- Oversee team scheduling, leave management, and resource planning in collaboration with workforce planning
- Facilitate regular team meetings, training sessions, and business updates
- Support personal development plans and succession planning for team members
- Manage performance concerns and disciplinary matters according to HR protocols
Requirements
- Grade 12 (essential); a relevant diploma or degree is advantageous
- Minimum 2–3 years’ experience in a similar Team Leader role within a BPO or contact centre
- Strong people management and coaching ability
- Excellent communication, conflict resolution, and problem-solving skills
- Solid understanding of call centre operations, customer service standards, and workforce management
- Able to multitask, work under pressure, and lead teams through change
EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.