Call Centre Team Leader

Job description

We are looking for a driven and experienced Call Centre Team Leader to lead and support our call centre team. The successful candidate will be responsible for the day-to-day management of the team, ensuring excellent customer service, maintaining operational efficiency and driving the achievement of key performance targets.
The role requires a hands-on leader who can motivate and develop team members, manage escalations, monitor performance and provide support during high-volume periods. The successful candidate will also be responsible for managing attendance and operational matters within their delegated authority.

Duties & Responsibilities

• Lead, motivate and support the call centre team to achieve operational and performance targets.
• Monitor daily team performance, including call volumes, QA scores, AHT, abandoned calls and ticket values.
• Ensure the team maintains an average QA score above 80%.
• Drive and monitor team Average Handling Time (AHT) below 1 minute 45 seconds.
• Support the team in maintaining abandoned calls below 2% per day.
• Drive daily, weekly and monthly sales and ticket value targets.
• Complete and report on QA scoring daily.
• Provide regular coaching and feedback based on quality and performance results.
• Provide hands-on support during periods of high call volumes and assist with workload management.
• Manage customer and team escalations effectively and within the required SLA.
• Escalate unresolved or complex matters to the Call Centre Supervisor where required.
• Manage and monitor team leave requests in accordance with company policy.
• Monitor attendance and timekeeping and address non-compliance appropriately.
• Ensure attendance registers and relevant administrative records are updated accurately.
• Prepare and submit daily and weekly performance reports covering key operational metrics.
• Identify performance trends and implement appropriate actions to improve team results.
• Maintain high levels of team morale, engagement and accountability.
• Ensure team members remain updated on menus, promotions, food ordering systems, processes and system changes.
• Ensure compliance with company policies, procedures and operational requirements.

Requirements

• Matric / Grade 12.
• Previous experience in a call centre environment, preferably in a supervisory or team leader capacity.
• Strong leadership and people-management skills.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Target-driven, disciplined and highly motivated.
• Ability to manage performance and hold team members accountable.
• Ability to work effectively under pressure in a fast-paced call centre environment.
• Strong organisational and administrative skills.
• Ability to analyse performance data and identify areas for improvement.
• Familiarity with food ordering systems, menu management and third-party integrations will be advantageous.
• Strong computer literacy and the ability to work with relevant call centre systems and reporting tools.