37 Call center supervisor Jobs and Work in Cape Town, Wc

Operations Supervisor (942)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Operations Supervisor 767
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Operations Supervisor (976 977 978)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Concierge - The Cape Town EDITION Hotel (Pre-opening)
Marriott International, Inc —Cape Town, Western Cape 8001
- Full-time
Dental Assistant
Maritime Finance PTY Ltd —Camps Bay, Western Cape
- R8 000 - R15 000 a month
Quick Apply
Guest Service Expert - Hostess
Marriott International, Inc —Cape Town, Western Cape 8000
- Full-time
Sales Enablement & Training Specialist (SDR – BPO/Call Center)
Hire Hangar —Cape Town, Western Cape
- Remote
Quick Apply

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Operations Supervisor 767
Teleperformance —Cape Town, Western Cape 7925
The Operations Supervisor will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality…
Operations Supervisor (942)
Teleperformance —Cape Town, Western Cape 7925
Maintain accurate records of team performance, compliance issues, and development activities. Ensure team adherence to collections regulations, customer…

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Operations Supervisor (942)

Teleperformance -
Cape Town, Western Cape 7925

Apply Now

Job Details

Full-time

Full Job Description

Overview:

The Team Leader is responsible for leading, developing, and motivating a team of customer service and collections agents to achieve performance targets while maintaining high levels of customer experience, regulatory compliance, and operational excellence. This role requires 1–2 years of relevant experience along with strong presentation and analytical skills.

Qualifications:

Qualifications and Experience:

Matric / Equivalent qualification.
2-3 years of experience in a Team Leader role within a contact center environment.
Proven experience in a collections, customer service environment (Essential)
Experience in coaching and managing a team to meet performance targets.

Technical skills

Intermediate Microsoft Excel skills (VLOOKUP/XLOOKUP, PivotTables, charts, filters)
Strong PowerPoint skills for creating presentations and performance updates

Responsibilities:

Key Responsibilities

People Management

Lead and manage a team of agents, providing coaching, feedback, and continuous development.
Conduct regular 1:1s, performance reviews, and development planning.
Manage scheduling, adherence, and attendance to meet campaign needs.
Promote a positive, collaborative, and performance‑driven team culture.

Operational Performance

Drive performance across key metrics including collections yield, PTP conversions, call quality, and CSAT.
Review and interpret performance dashboards to identify trends and opportunities.
Support escalations and resolve complex customer queries.
Ensure consistent application of collections strategies, negotiation techniques, and customer support processes.

Quality & Compliance

Ensure team adherence to collections regulations, customer protection guidelines, and data privacy requirements.
Complete quality assessments and deliver structured feedback.
Proactively identify compliance risks and correct behaviors quickly.

Coaching, Training & Facilitation

Deliver regular coaching sessions, huddles, and skills‑development exercises.
Facilitate team workshops and training interventions to improve capability and performance.
Share best practices and reinforce high‑quality customer interactions.

Reporting & Communication

Prepare and deliver performance reports to managers and stakeholders.
Communicate operational updates, process changes, and campaign objectives clearly.
Maintain accurate records of team performance, compliance issues, and development activities.

Key Skills & Competencies

1–2 years of experience in collections, customer service, or a related leadership role
Strong leadership and people management ability
Excellent written and verbal communication
Ability to facilitate sessions, workshops, and small group training
Analytical and data‑driven problem‑solving ability
Negotiation, conflict resolution, and customer‑centric decision‑making
High emotional intelligence and resilience

Performance Metrics (KPIs)

Collections yield and payments secured
PTP (Promise-to-Pay) conversion rates
Call quality audit scores
CSAT and customer sentiment
AHT and schedule adherence
Attendance and retention
Compliance audit scores

Apply Now

Refine Your Search

call center supervisor jobs in cape town, wc

Operations Supervisor (942)

Operations Supervisor 767

Operations Supervisor (976 977 978)

Concierge - The Cape Town EDITION Hotel (Pre-opening)

Dental Assistant

Guest Service Expert - Hostess

Sales Enablement & Training Specialist (SDR – BPO/Call Center)

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I want to receive the latest job alert for call center supervisor in cape town, wc

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