Job Summary
Team Leader – US Campaign (BPO)
Location: Cape Town (Waterfront)
Working Hours: 14:00 – 00:00 (US Time Zone Campaign)
Salary: R20 000 – R25 000 per month
Employment Type: Full-Time
About the Role
We are currently seeking an experienced Team Leader to manage and motivate a team supporting an American-based campaign. The successful candidate will be responsible for driving team performance, maintaining service standards, and ensuring operational targets are achieved.
This is an exciting opportunity for a strong leader who thrives in a fast-paced, performance-driven environment.
Key Responsibilities
- Lead, coach, and motivate a team of agents to achieve daily and monthly targets
- Monitor individual and team performance against KPIs and SLAs
- Conduct regular coaching sessions, performance reviews, and feedback sessions
- Handle escalations and provide support on complex customer issues
- Track attendance, productivity, and adherence to schedules
- Prepare and present performance reports to management
- Ensure compliance with company policies, procedures, and client requirements
- Identify training needs and support team development initiatives
- Foster a positive, high-performance team culture
Minimum Requirements
- Grade 12 / Matric
- 2+ years’ experience in a Team Leader / Supervisor role within a contact centre or BPO environment
- Experience managing international campaigns (US or UK markets advantageous)
- Strong leadership, coaching, and people management skills
- Excellent communication and problem-solving abilities
- Computer literate (CRM systems, MS Office, reporting tools)
- Ability to work 14:00 – 00:00 shifts aligned to US operations
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