We are looking for an experienced and results-driven Call Centre Team Leader to join our Standard Bank Call Centre at a reputable Law Fim.

This role is ideal for a strong leader who can drive performance, manage a high-volume team, and ensure consistent delivery against operational targets.

This position is based in Pretoria East.

Key Responsibilities

• Lead, manage, and motivate a team of call centre agents to achieve KPIs and performance targets
• Monitor team performance, productivity, and service levels
• Provide ongoing coaching, mentoring, and performance management
• Handle escalations and resolve complex customer interactions
• Ensure adherence to compliance and regulatory requirements
• Analyse performance data and implement strategies to improve efficiency
• Oversee dialler operations, campaigns, and reporting processes
• Maintain high standards of quality assurance and operational excellence

Minimum Requirements

• 4 to 6 years’ experience in a call centre environment
• 2 to 5 years’ experience in a Team Leader or supervisory role
• Proven track record of meeting and exceeding KPIs
• Strong understanding of call centre operations, targets, and performance metrics
• Experience managing and developing high-performing teams
• Experience handling escalations and difficult customer interactions
• Strong communication and interpersonal skills
• Ability to work under pressure in a fast-paced, high-volume environment
• Matric (Grade 12) essential
• Experience within banking, financial services, or legal environments advantageous

Experience & Exposure

• High-volume inbound and/or outbound call centre environments
• Collections, customer service, or sales-driven operations
• Financial services sector (banks, credit providers)
• Dialler systems, campaign management, and call centre technologies
• Performance management, coaching, and staff development
• Regulated environments with compliance requirements
• Improving team performance and operational efficiency

Key Skills & Competencies

• Strong leadership and people management ability
• Coaching, mentoring, and staff development skills
• Performance management and KPI monitoring
• Excellent problem-solving and decision-making ability
• Conflict resolution and escalation handling
• Strong organisational and administrative skills
• Analytical thinking with reporting capability
• Adaptability in a fast-paced environment
• Quality assurance focus and attention to detail

Remuneration

• Salary: R14,000 – R18,000 per month (depending on experience)