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 taryn@121bposervices.co.za.