Team Leader.
Company: Merchants Recruitment (on behalf of employing company).
Location: Parktown/Soweto, Gauteng.
Type: Permanent | Reference: #4789.
Salary: Market-related.
Overview:
We’re looking for a motivated Team Leader to oversee a group of Call Centre Agents.
The role focuses on managing daily operations, ensuring high-quality service delivery, and meeting client contractual requirements.
Requirements:
Minimum 1 year Call Centre experience
6–12 months in a Team Leader or Supervisory role
Experience in USA campaigns preferred
Must be able to work shifts
Skills Needed:
Strong customer service orientation
Excellent verbal and written communication
Planning and organizational abilities
Problem-solving skills
Teamwork and coaching abilities
Knowledge of Call Centre technology
Attention to detail
Key Responsibilities:
People Management
Coach and guide team members to maintain quality standards
Monitor performance and address any issues promptly
Share information clearly and on time with the team
Ensure HR policies and procedures are followed
Communication & Feedback
Conduct regular team briefings as per workforce scheduling and weekly priorities
Provide ongoing feedback and follow up on action plans
Communicate relevant business updates to the team
Reporting & Administration
Approve timesheets weekly
Update and track agent performance files accurately
Compile and submit required business reports