Call Centre Team Leader

About the role

We are seeking a driven Call Centre Team Leader to manage and support our call centre team on a day‑to‑day basis. The role involves motivating staff, handling escalations, monitoring performance metrics and ensuring high levels of customer service.

Key responsibilities

• Lead, motivate and support the team to meet operational and performance targets, including QA scores, AHT and abandoned call rates.
• Monitor daily metrics such as call volume, QA scores, average handling time, abandoned calls and ticket values, and report on them.
• Provide coaching, feedback and hands‑on support during high‑volume periods and manage escalations within SLA.
• Oversee attendance, leave requests and time‑keeping compliance, maintaining accurate administrative records.
• Prepare daily and weekly performance reports, identify trends and implement actions to improve results.

Required profile

• Matric / Grade 12 qualification.
• Previous call‑centre experience, preferably in a supervisory or team‑leader capacity.
• Strong leadership, people‑management and communication skills.
• Target‑driven, disciplined and able to work under pressure in a fast‑paced environment.
• Ability to analyse performance data and hold team members accountable.

Required skills

• Familiarity with food ordering systems, menu management and third‑party integrations.
• Strong computer literacy and experience with call‑centre systems and reporting tools.