Overview

The Team Leader is responsible for leading, developing, and motivating a team of customer service and collections agents to achieve performance targets while maintaining high levels of customer experience, regulatory compliance, and operational excellence. This role requires 1–2 years of relevant experience along with strong presentation and analytical skills.

Qualifications

Qualifications and Experience:

• Matric / Equivalent qualification.
• 2-3 years of experience in a Team Leader role within a contact center environment.
• Proven experience in a collections, customer service environment (Essential)
• Experience in coaching and managing a team to meet performance targets.

Technical skills

• Intermediate Microsoft Excel skills (VLOOKUP/XLOOKUP, PivotTables, charts, filters)
• Strong PowerPoint skills for creating presentations and performance updates