ENVIRONMENT:

Our client is a pioneering financial services provider that merges compliance, security, and customer support into a single, streamlined function.  They are currently looking for an experienced and dynamic Team Lead to manage and develop their Customer Support team. The ideal candidate will be a strong leader with excellent people management skills and a passion for customer service and compliance.

DUTIES:

• Lead, mentor, and manage a team of Customer Support Agents, ensuring high performance and engagement.
• Implement structure and process improvements to enhance team efficiency.
• Provide training and ongoing development to team members.
• Monitor customer interactions to maintain service excellence and compliance.
• Handle escalations and complex customer queries.
• Ensure shift scheduling, attendance, and workload distribution are managed effectively.
• Foster a culture of accountability, critical thinking, and problem-solving within the team.
• Work closely with senior management to align team objectives with Institution goals.

REQUIREMENTS:

• Minimum 3 years of experience in a leadership role within customer support, banking, or a related field.
• Proven ability to implement structure and enforce boundaries while maintaining a positive work environment.
• Knowledge of IT systems and banking applications is an advantage.
• Must be adaptable and able to work in a fast-paced, startup environment.

ATTRIBUTES:

• Strong leadership and team management skills.
• Excellent problem-solving and decision-making skills.
• High emotional intelligence with the ability to manage team dynamics effectively.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here https://#removed#/job/customer-support-team-lead/

OR e-mail a Word copy of your CV to #removed# and mention the reference number of the job.