{"id":2000599,"url":"https://alion.io/job/firstrand-call-centre-team-leader","title":"Call Centre Team Leader","company":{"id":4436,"name":"FirstRand","domain":"firstrand.co.za","url":"https://alion.io/company/firstrand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":56000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-07T11:22:33Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T15:50:17Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Description\nResponsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.Hello Future Call Centre Team Leader\nWelcome to DirectAxis; the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.\nAs part of our team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.\nAre you someone who is:\nResponsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.\nYou will have access to:\nOpportunities to network and collaborate.\nA challenging working environment\nOpportunities to innovate.\nYou will be a match if you able to:\nDrive significant growth and profitability in the context of cost management\nManage costs / expenses within approved budget to achieve cost efficiencies\nDeliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions\nCultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members\nMonitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints\nMaintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets\nDrive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements\nContact prospective clients and sell appropriate banking products in order to achieve Team sales targets\nProvision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.\nComply with governance in terms of legislative and audit requirements\nEnsure efficiency of service productivity and performance in Call Centre\nAchieve agreed Call Control, Call Quality and Call Protocol assessment ratios\nImprove customer satisfaction, experience, and insight through call analysis.\nReport on required Call Centre activities and deliveries to improve business results\nManage own development to increase own competencies.\nPlan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies\nMinimum Requirements:\n4 to 5 years' experience in a Client Services and/or Call Centre environment, including exposure to team leadership and people management.\nNQF Level 6 qualification (essential).\nFAIS-recognised qualification (essential).\nA minimum of 12 months' experience operating under FAIS Categories 1.1 and 1.22 (essential).\nAdditional Requirements:\nIn accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.\nApply now if you are interested in taking the next step. We look forward to engaging with you!\nAll appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.\nImportant Closing Date Note\nTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.\n14/10/26All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. 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