Customer Service Team Leader

Job Title: Team Leader (x20)
Location: Durbanville, Cape Town
Company: BPO Client Services (Pty) Ltd – t/a BPO Services
About Us:
BPO Client Services is a leading provider of business process outsourcing solutions. Our
goal is to deliver exceptional services that drive efficiency and innovation for our clients.
We are currently seeking a dedicated and experienced Team Leader with a background in
banking, financial services, or debt collection to lead a team of about 15 agents.
Job Description:
As a Team Leader, you will be responsible for overseeing and managing a team of
approximately 15 agents, ensuring their optimal performance, development, and alignment
with organisational goals. Your role will involve people management, performance
monitoring, team leadership, and workflow management.
Key Responsibilities:
People Management:
- Provide guidance, mentoring, and support to foster professional growth and
development among team members.
- Motivate and inspire the team by recognising and rewarding exceptional performance.
Performance Management:
- Collaborate with stakeholders to define and set key performance indicators (KPIs)
specific to the team.
- Regularly monitor team performance against KPIs, identify trends, and assess areas for
improvement.
- Prepare and deliver regular performance reports to stakeholders.
- Implement strategies for performance improvement and process optimisation.
Team Leadership:
- Provide strong leadership, set clear goals, expectations, and priorities for the team.
- Identify training needs and opportunities for skill development.
- Conduct regular performance evaluations and provide constructive feedback.
- Plan and allocate tasks and responsibilities to ensure efficient workflow.
- Foster collaboration and teamwork within the team and across departments.
- Hold team members accountable for their responsibilities and performance.
Workflow Management:
- Monitor daily operations to ensure efficiency and adherence to policies and procedures.
- Ensure timely completion of tasks and projects assigned to the team.
- Address and resolve any workflow issues promptly to maintain productivity.
Daily Responsibilities:
- Monitor team attendance and time tracking.
- Review daily, weekly, and monthly performance dashboards.
- Conduct return-to-work interviews and performance evaluations.
- Hold regular one-on-one meetings with team members.
Qualifications:
- Proven experience (1 year) in a team leadership role, preferably in a call centre
environment.
- Background in banking, financial services, or debt collection is advantageous
- Strong understanding of KPI setting, tracking, and performance management.
- Excellent communication, interpersonal, and organisational skills.
- Ability to motivate and inspire a team to achieve their best performance.
- Financial management experience is a plus.
- Ability to manage multiple tasks and projects effectively.
Benefits:
- Competitive salary and incentives.
- Professional development opportunities.
- A supportive and collaborative work environment.
- Opportunities for career growth within the company.
How to Apply:
Interested candidates are invited to submit their resume and cover letter outlining their
qualifications and experience to [email protected]