Team Leader - Customer Service at Collinson

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

07 May, 26

Salary

0.0

Posted On

06 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contact Centre Operations, People Management, Coaching, Data Analysis, Communication, Problem Solving, Conflict Resolution, Attention to Detail, Adaptability, Performance Management, Operational Performance, Team Motivation, Scheduling, Compliance, Professionalism

Industry

Consumer Services

Description

Collinson is a global, privately-owned company with over 1,100 employees across 20+ locations worldwide. We are dedicated to helping our clients acquire, retain, and optimise customer relationships through world-class products and services, including Priority Pass (the world’s largest independent airport lounge access programme with 1,300+ lounges globally) and Columbus Insurance, a leading travel insurance specialist. We are currently looking for a Team Leader to join our Contact Centre Operations team. About the Role 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. Key Responsibilities 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 Skills, Experience & Attributes 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 What You’ll Need to Succeed 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 Collinson offers a dynamic, inclusive work environment with opportunities for growth and development. Job responsibilities and deliverables may be reviewed periodically and will be aligned to a performance contract.

Responsibilities

The Team Leader will manage, motivate, and develop a team of Customer Service Advisors to meet operational targets and service level agreements. They will also handle escalations, conduct performance sessions, and ensure compliance with company standards.