Team Leader

UnifyCX is growing and we are looking for a Call Center Team Lead to join our motivated and ambitious team in South Africa.

What Will You Do?

The Call Center Team Lead is responsible for overseeing and guiding a team of customer service representatives to ensure exceptional service delivery and operational efficiency. This role involves managing daily operations, monitoring performance, providing coaching and support, and addressing complex customer inquiries. The Team Lead will play a pivotal role in achieving the team's goals and maintaining high customer satisfaction levels.

Key Responsibilities

• Team Management:
  • Supervise and support a team of call center representatives.
  • Conduct regular team meetings and one‑on‑one coaching sessions.
  • Monitor and evaluate team performance, providing constructive feedback and guidance.
  • Manage scheduling and ensure adequate coverage to meet service level targets.
• Performance Monitoring:
  • Track key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction scores.
  • Analyze performance data and prepare reports for management review.
  • Implement and oversee performance improvement plans as needed.
• Customer Service Excellence:
  • Handle escalated customer issues and resolve complex inquiries.
  • Ensure adherence to company policies and procedures for handling customer interactions.
  • Foster a customer‑centric culture within the team.
• Training and Development:
  • Onboard and train new team members, ensuring they understand job responsibilities and performance expectations.
  • Identify training needs and work with management to develop and implement training programs.
• Operational Efficiency:
  • Implement process improvements to enhance team productivity and service quality.
  • Collaborate with other departments to address operational challenges and implement solutions.
• Reporting and Documentation:
  • Maintain accurate records of team performance and incidents.
  • Prepare and present reports on team performance and operational metrics to upper management.

Who Are You?

• Education: Bachelor's degree in Business Administration, Management, or a related field preferred but not required.
• Experience: Minimum of 5 years of experience in a call center or BPO environment, with at least 1 year in a supervisory or team lead role.
• Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in call center software and CRM systems.
  • Prior Sales experience in a call center environment.
  • Ability to analyze data and derive actionable insights.
  • Problem‑solving skills and the ability to handle high‑pressure situations.
• Attributes:
  • Motivated and results‑driven.
  • Empathetic with a customer‑focused mindset.
  • Strong organizational and multitasking skills.

Reports to: Operations Manager

UnifyCX is a certified minority‑owned business and an EOE employer that welcomes diversity.

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