Contact Centre Team Leader at Lesaka Technologies

Job Description

• We are looking for an experienced Contact Centre Team Leader to lead and develop a team of Contact Centre Sales and Service Consultants, driving strong sales performance, customer service and operational delivery.
• This role is responsible for owning team results, coaching and developing consultants, maintaining service levels and ensuring that the team operates within the required risk, compliance and customer experience standards.

Key Responsibilities

Lead and develop the team

• Lead, motivate and manage a team of approximately 15 Contact Centre Sales and Service Consultants.
• Set clear performance expectations and hold the team accountable for achieving agreed targets.
• Conduct regular one-on-ones, performance reviews and coaching sessions.
• Identify development needs and support the growth and progression of team members.
• Build an engaged, accountable and high-performing team culture.
• Manage attendance, leave, working hours and other people-related matters.
• Address performance and employee-related issues promptly and fairly.

Drive sales performance

• Develop and execute proactive sales plans aligned to business targets.
• Monitor team performance against sales targets and take corrective action where required.
• Analyse sales trends and identify opportunities to improve performance.
• Ensure the team consistently delivers the required financial and sales outcomes.
• Manage operational costs within approved limits.

Manage service and contact centre operations

• Ensure agreed service levels are consistently achieved.
• Plan resources and rosters according to customer demand and operational requirements.
• Reallocate work and resources when consultants are absent to minimise customer waiting times.
• Review daily operational reports, identify trends and address gaps.
• Ensure consultants follow the correct processes when logging and managing customer interactions on CRM systems.
• Proactively monitor incidents, implementations and ad hoc operational requirements and ensure timely resolution.

Champion customer experience

• Take ownership of customer complaints and problems, ensuring appropriate investigation and resolution.
• Provide hands-on support to consultants with complex or challenging customer interactions.
• Use customer interactions and problem calls as opportunities for coaching and development.
• Escalate unresolved matters appropriately, providing clear context and recommended actions.

Reporting, risk and compliance

• Compile and submit accurate daily, weekly and monthly reports, providing meaningful insights and recommendations.
• Keep the Contact Centre Manager informed of operational issues that may impact service levels or business performance.
• Ensure the team operates in accordance with relevant procedures, processes and business guidelines.
• Champion Treating Customers Fairly (TCF) principles and sound risk management.
• Ensure compliance with applicable governance and regulatory requirements.

What You Bring

• Matric and a relevant post-matric qualification.
• At least 5 years' experience in banking or financial services, including a minimum of 2 years in a leadership role.
• At least 2 years' experience in a contact centre sales and/or service environment.
• A proven track record of leading, coaching and developing teams to achieve sales and service targets.
• Strong sales management and performance management experience.
• Experience with workforce planning, rostering and service-level management.
• Strong reporting and data analysis capabilities.
• Proficiency in MS Office, particularly Excel, Word, PowerPoint and Outlook, as well as CRM systems.
• Excellent verbal and written communication skills.
• Strong customer service orientation and relationship-building skills.
• Sound business acumen and operational management capability.
• A hands-on leadership approach, with the ability and willingness to support consultants on the floor.
• A National Diploma/NQF Level 6 qualification in Business Studies, Management or a related field will be advantageous.

What We’re Looking For

• You are a hands-on and accountable leader who thrives in a high-volume contact centre environment. You know how to translate targets into action, coach people to perform and step in when operational challenges arise.
• You are commercially minded, customer-focused and comfortable making decisions under pressure. You lead by example, take ownership of results and create an environment where people are clear on what is expected of them and supported to succeed.

Key Performance Areas

Success in this role will be measured through:

• Achievement of team sales targets.
• Service-level and operational performance.
• Customer experience and call quality.
• Effective complaint and problem resolution.
• Team performance, attendance and engagement.
• Completion of coaching, performance reviews and development plans.
• Accuracy and timeliness of reporting and escalations.
• Compliance with TCF, risk and governance requirements.
• Effective management of operational costs.