Team Leader - Customer Service

Collinson is a global, privately-owned company with over 1,100 employees across 20+ locations worldwide. We are dedicated to helping our clients acquire, retain, and optimise customer relationships through world-class products and services, including Priority Pass (the world’s largest independent airport lounge access programme with 1,300+ lounges globally) and Columbus Insurance, a leading travel insurance specialist.

We are currently looking for a Team Leader to join our Contact Centre Operations team.

About the Role

Reporting to the Junior Operations Manager, the Team Leader will be responsible for managing, motivating, and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded.

This role requires a confident people leader who thrives in a fast-paced, 24/7 environment and can remain calm, focused, and adaptable under pressure.

Key Responsibilities

• Actively manage and support agents through regular feedback, coaching, and performance management

• Oversee day-to-day operational performance of the assigned team

• Ensure all KPIs, quality standards, and client SLAs are achieved

• Manage adherence, attendance, and scheduling within the team

• Handle escalations, customer complaints, and operational interruptions

• Conduct 1:1 performance and development sessions (PEPs)

• Work closely with Performance Coaches to support agent development

• Compile, analyse, and report on operational data and performance metrics

• Maintain consistent communication within the team and across departments

• Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct

• Ensure full compliance with company policies, procedures, and quality standards

Skills, Experience & Attributes

• Managerial Diploma or Degree (advantageous)

• Strong knowledge of customer service and contact centre operations

• Proven people management and coaching experience

• Advanced computer literacy and strong data analysis skills

• Excellent verbal and written communication skills

• Strong problem-solving and conflict resolution abilities

• Process-driven with strong attention to detail

• Highly motivated, adaptable, and able to manage priorities under pressure

• Ability to build strong working relationships across teams and departments

What You’ll Need to Succeed

• Ability to manage multiple priorities in a fast-paced environment

• Calm, focused approach during high-pressure situations

• Willingness to learn and adapt to new systems and technologies

• Flexibility to work rotational shifts in a 24/7 operation

Collinson offers a dynamic, inclusive work environment with opportunities for growth and development. Job responsibilities and deliverables may be reviewed periodically and will be aligned to a performance contract.