Call Centre Team Leader
Location: Cape Town
Employment Type: Full Time
Job ID: R49737
Closing Date: 11 June 2026
About the Role
We are looking for a Call Centre Team Leader to lead a team of agents in achieving performance targets while ensuring excellent customer service. The role combines sales, customer service, and leadership, including cross-selling, client relationship management, and driving team performance.
About DirectAxis / FNB
DirectAxis, part of the FirstRand Group (FNB), is a customer-focused financial services brand offering innovative banking, insurance, and investment solutions. The organisation promotes a dynamic, diverse, and performance-driven culture focused on innovation and customer experience.
Key Responsibilities
- Lead and manage a team of call centre agents
- Drive sales performance and profitability while managing costs
- Ensure excellent customer service and customer satisfaction
- Handle escalated customer complaints and ensure resolution
- Monitor call quality, call control, and compliance standards
- Improve campaign performance and customer engagement
- Maintain knowledge of products, pricing, and processes
- Generate sales through contact with prospective clients
- Prepare reports on call centre performance and activities
- Ensure compliance with governance, NCA, and audit requirements
- Support team development, performance management, and training
- Improve efficiency, productivity, and customer insights through call analysis
Requirements
- Diploma or equivalent qualification
- 4–5 years’ experience in client services or call centre environment
- Experience in team leadership is essential
- Strong understanding of customer service and sales environments
- Credit record check required (National Credit Act compliance)
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What You Get
- Collaborative and innovative work environment
- Opportunities for professional growth and networking
- Exposure to challenging and dynamic business operations
- Opportunity to lead and develop a high-performing team
Additional Information
FNB is an equal opportunity employer committed to employment equity and inclusive hiring practices. Candidates with disabilities are encouraged to apply and may disclose information voluntarily, which will remain confidential.