💼 Full-Time Position

Call Center Team Leader

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mPower People Solutions
📍 Cape Town, Western Cape, South Africa
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Location
Cape Town, South Africa
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Posted
June 14, 2026
⏰
Type
Full-Time
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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

A Call Center Team Leader drives team performance by coaching agents, monitoring KPIs (CSAT, AHT, SLA), and resolving escalated issues to ensure high-quality customer service. They are responsible for motivating staff, conducting performance reviews, managing schedules, and implementing process improvements to boost efficiency and achieve operational targets. 

 

Key Responsibilities:

  • Performance Coaching: Mentored a team of [Number] agents, providing 1-on-1 feedback, training, and development plans to improve quality scores and reduce average handling time (AHT).
  • KPI Management: Consistently met or exceeded monthly Service Level Agreements (SLA) and Key Performance Indicators (KPIs) through real-time monitoring and proactive adjustments.
  • Escalation Handling: Resolved complex customer complaints and escalated calls efficiently, improving customer satisfaction (CSAT) ra...