Customer Support Team Lead
Other
Johannesburg – Gauteng – South Africa
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.