Team Leader Customer Service Call Centre Mr Price Money Durban

Lead and support a team of call centre agents to deliver excellent customer service while meeting operational goals.

Qualifications

• Matric (Grade 12).
• 3–4 years’ experience in customer service, preferably in a call centre.
• Knowledge of relevant legislation (CPA, POPIA, NCPA) and call centre systems.
• Skilled in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) with the ability to use them effectively for reporting, communication, and data analysis.
• Strong communication skills (verbal and written).
• Ability to interpret data, multitask, and solve problems effectively.

Personal Attributes

• Customer-focused mindset.
• Consistent and professional under pressure.
• Team player with leadership skills (mentoring, sharing best practices).
• Analytical, adaptable, and innovative.
• Able to identify risks and suggest improvements.
• Initiative-driven with a growth mindset.

Key Duties

• Guide and motivate agents to achieve performance targets and provide outstanding customer experiences.
• Coach, mentor, and support team members through training, feedback, and performance management.
• Handle escalated customer queries efficiently and professionally.
• Monitor attendance, performance metrics, and reports to plan and improve team output.
• Foster a positive team culture by addressing concerns, encouraging engagement, and promoting collaboration.
• Drive process improvements and contribute to departmental success.
• Work independently, showing emotional intelligence and resilience under pressure.