Afrique du Sud

Ca Global recruits 01 Call Centre Team Lead – Inbound

Ca Global recruits 01 Call Centre Team Lead – Inbound (RE 5 / FAIS Accredited / Management)

Ca Global

Johannesbourg, South Africa
Call Centre Team Lead – Inbound (RE 5 / FAIS Accredited / Management) – Johannesburg
Johannesburg, Gauteng
Reference Number: LEECTL
Job Description:
A financial institution is in search of a Team Leader to be responsible for providing quality and efficient customer service through daily team management including motivating, recognizing, coaching, counselling, training, and problem solving.
Ensure SL and outputs are being achieved by the team
Handle queries and provide prompt feedback
Prepare reconciliations and ensure correct information is updated and provided
Responsible for the total performance management of the team
Set daily, weekly and monthly targets for the team
Ensuring all call quality evaluations are regularly performed and conduct regular discussion with the team
Presents weekly and monthly presentation to management
Ensure the smooth running of the Call Centre by monitoring and analyzing agent activities
Contribute to customer service by assisting agents to solve or escalate customer queries.
Act as liaison between agents and all other relevant role players
Measure and provide input to personal development of agents
Identify real-time trends and escalate to the relevant role players
Regular and accurate submissions of timesheets
Perform coaching and counselling
Perform monthly performance discussions
Familiarize with the disciplinary code of the company and implement accordingly
To take a leadership role in directing performance and quality
Performs other duties as assigned or required
Requirements: Qualification and Skill
Matric certificate required with tertiary education being advantageous
5 years’ experience in a call center with no less than 1-year team lead experience
Strong ability to sell products telephonically
Excellent communication skills in English and at least 4 other languages
FAIS accredited / RE 5
Knowledge of call center technology
Proficient in Microsoft Office
Lise Kotze
Senior Recruitment Consultant
CA Finance
If you wish to apply for the position please send your CV to Lise Kotze at 
Please visit for more exciting opportunities. Please note – only shortlisted candidates will be contacted and all CV’s are recorded on our database for other suitable roles.

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