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Collinson Logo Collinson · Customer Service

Team Leader - Customer Service

South Africa, Cape Town · Job Posted February 17, 2026
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Job Description

Reporting to the Junior Operations Manager, the Team Leader will be responsible for managing, motivating, and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded. This role requires a confident people leader who thrives in a fast-paced, 24/7 environment and can remain calm, focused, and adaptable under pressure.

Job Responsibility

  • Actively manage and support agents through regular feedback, coaching, and performance management
  • Oversee day-to-day operational performance of the assigned team
  • Ensure all KPIs, quality standards, and client SLAs are achieved
  • Manage adherence, attendance, and scheduling within the team
  • Handle escalations, customer complaints, and operational interruptions
  • Conduct 1:1 performance and development sessions (PEPs)
  • Work closely with Performance Coaches to support agent development
  • Compile, analyse, and report on operational data and performance metrics
  • Maintain consistent communication within the team and across departments
  • Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct
  • Ensure full compliance with company policies, procedures, and quality standards

Requirements

  • Managerial Diploma or Degree (advantageous)
  • Strong knowledge of customer service and contact centre operations
  • Proven people management and coaching experience
  • Advanced computer literacy and strong data analysis skills
  • Excellent verbal and written communication skills
  • Strong problem-solving and conflict resolution abilities
  • Process-driven with strong attention to detail
  • Highly motivated, adaptable, and able to manage priorities under pressure
  • Ability to build strong working relationships across teams and departments
  • Ability to manage multiple priorities in a fast-paced environment
  • Calm, focused approach during high-pressure situations
  • Willingness to learn and adapt to new systems and technologies
  • Flexibility to work rotational shifts in a 24/7 operation
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