Team Leader

Supervises the day-to-day activities of a team of customer service advisers in a customer service operation.

Job title : Team Leader

Job Description : Team Leader

Our Team Leaders are the heartbeat of our business. They are responsible for building an effective team of Customer Experience Advisors, with our customers at the heart of everything we do. Team Leaders are responsible for the daily support and guidance of a team, which includes motivating, rewarding, coaching, and developing the team, to deliver on our combined company and customer centric values.

Key Performance Areas

Leadership and supervision

• Manages and leads a team of advisors to exceed customer expectations on an exciting digital platform
• Coach and develop team members to achieve various customer and company Key Performance Indicators, including sales conversion targets.
• Set and achieve individual / team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
• Effectively manage behaviours with individuals to ensure the team deliver in line with company and client values
• Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Deliver all requirements to support the team in line with our monthly Training & Competency scheme
• Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods

Client Services

Quality assurance

Campaigns and products

Implementation of Guidance and Policy

CAPITA VALUES

Minimum Qualification : Matric (Completed)

Minimum requirements :

Key Competencies

Skills and Abilities (what must I be able to do / display) :

Management / Supervisory Responsibility :

This position does have a supervisory responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders

Disclaimer : Please note that all candidates who are successful in the recruitment process will be required to undergo a drug screening test as part of the pre-employment checks. Employment offers are contingent upon the successful completion of this screening.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities, and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser, and a spa.

What’s in it for you?

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

No late applications will be considered.

Ad to expire : Midnight 6 November 2025

Location : Cape Town

South Africa

Time Type : Full time

Contract Type : Permanent

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