Team Leader

Company Description

EC3 South Africa is a Durban-based contact center outsourcing provider known for high-touch customer interactions enhanced by AI solutions that improve customer experience, sales, and retention. The company serves clients across multiple industries, including telecommunications, online gaming, financial services, retail, and health. EC3’s team is English-speaking, with strong language capabilities and a neutral accent that supports effective global communication. With a focus on quality, performance, and innovation, EC3 partners with organizations worldwide to deliver consistent, reliable customer engagement.

Role Description

The Team Leader role is a full-time, on-site position based in Durban. In this role, the individual will oversee a team of contact center agents, manage daily operations, and ensure performance targets for customer experience, sales, and retention are met. Responsibilities include coaching and mentoring team members, monitoring service quality, handling escalations, and providing real-time support to ensure adherence to service standards. The Team Leader will analyze performance data, prepare reports, and collaborate with management to implement process improvements and support AI-enabled solutions. The role also involves workforce planning, scheduling, and fostering a positive, inclusive, and high-performing team environment.

Qualifications

• Supervisory and team leadership skills, including coaching, performance management, and conflict resolution.
• Contact center operations experience, with strengths in customer service, sales, and retention environments.
• Ability to interpret performance metrics, use data for decision-making, and support continuous improvement initiatives.
• Strong communication skills in English, with a clear and neutral accent, and the ability to handle escalations effectively.
• Organizational and time-management skills, including scheduling, workload planning, and prioritization.
• Proficiency with contact center technologies and familiarity with AI-driven tools or CRM systems is beneficial.
• Experience working across diverse teams and a commitment to an inclusive, non-discriminatory work culture.
• Prior experience in a team leader or supervisory role in a contact center, and a relevant qualification in business, communications, or a related field is an advantage.
• Experience in campaigns to the USA and UK highly advantageous

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