Team Leader

Leader Job Description Team Leader, Operations – Cape Town Lead with purpose. Inspire performance. Deliver exceptional customer experiences. Are you a passionate people leader who enjoys coaching, developing others and driving team performance? Do you thrive in a fast-paced environment where your leadership can make a direct impact on both employee and customer experience? Join Concentrix and become part of a global team that powers the world's best brands. We're looking for a motivated and results-driven Team Leader, Operations to lead a team of customer service associates, ensuring performance objectives are achieved while creating a positive, supportive and high-performing team environment. In this role, you'll be responsible for day-to-day team leadership, performance management, coaching and employee engagement. You'll work closely with Operations and support functions to ensure service delivery consistently meets business and customer expectations. If you're passionate about people leadership, performance and creating meaningful team experiences, we'd love to hear from you. Join us as a Team Leader, Operations in our Cape Town site and take the next step in your leadership career. What you will do in this role As a Team Leader, Operations, you will: Lead and supervise a team of customer service associates, including monitoring attendance, productivity and overall performance. Coach and develop team members regularly to ensure individual and team performance targets are consistently achieved. Identify performance gaps, create appropriate action plans and implement corrective action where required. Ensure service delivery meets contractual Key Performance Indicators (KPIs), quality standards and business expectations. Communicate business updates, expectations and performance objectives clearly and consistently to your team. Provide support and subject matter expertise when handling escalated customer interactions. Facilitate regular team meetings to communicate important information, encourage collaboration and provide an open forum for feedback. Plan and coordinate team activities that promote engagement, teamwork and a positive employee experience. Maintain a strong understanding of internal processes, policies, procedures and business requirements. Work closely with relevant support functions to address performance, employee and operational matters. Participate in required leadership and management development programmes. Promote Concentrix values through your behaviour, leadership and interactions with employees. Act as an advocate for your team while maintaining accountability for performance and business outcomes. Your qualifications Concentrix is a great match if you have: External candidates A minimum of 2 years' Team Leader experience, preferably within a contact centre, BPO or customer service environment. Proven experience leading, coaching and developing teams to achieve performance objectives. Internal candidates Successful completion of a Concentrix Aspire to Be, Ignite or DTL programme. Demonstrated readiness and capability to step into a Team Leader role. Previous experience in a coaching, mentoring or leadership capacity would be advantageous. Additional experience and skills Sales and upselling experience would be advantageous. Strong communication skills, both written and verbal. Proven ability to coach, mentor and provide direction to team members. Strong interpersonal and relationship-building skills. Ability to manage multiple priorities, meet deadlines and follow tasks through to completion. Strong organisational and time management skills. Ability to work effectively under pressure in a fast-paced environment. Strong problem-solving and decision-making skills. Ability to motivate and inspire a team while maintaining accountability for performance. Flexibility to work varying shifts and schedules in line with operational requirements. If you don't meet every requirement, we still