{"id":2047481,"url":"https://alion.io/job/glowtouch-team-lead","title":"Team Lead","company":{"id":2311829,"name":"GlowTouch","domain":"glowtouch.com","url":"https://alion.io/company/glowtouch","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Durban, 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":16},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-07T20:22:26Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-10T23:28:24Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"UnifyCX is growing and we are looking for a Call Center Team Lead to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!\n\nWhat Will You Do?\nThe Call Center Team Lead is responsible for overseeing and guiding a team of customer service representatives to ensure exceptional service delivery and operational efficiency. This role involves managing daily operations, monitoring performance, providing coaching and support, and addressing complex customer inquiries. The Team Lead will play a pivotal role in achieving the team's goals and maintaining high customer satisfaction levels.\nKey Responsibilities:\nTeam Management:Supervise and support a team of call center representatives.\nConduct regular team meetings and one-on-one coaching sessions.\nMonitor and evaluate team performance, providing constructive feedback and guidance.\nManage scheduling and ensure adequate coverage to meet service level targets.\n\n Performance Monitoring:Track key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction scores.\nAnalyze performance data and prepare reports for management review.\nImplement and oversee performance improvement plans as needed.\n\nCustomer Service Excellence:Handle escalated customer issues and resolve complex inquiries.\nEnsure adherence to company policies and procedures for handling customer interactions.\nFoster a customer-centric culture within the team.\n\nTraining and Development:Onboard and train new team members, ensuring they understand job responsibilities and performance expectations.\nIdentify training needs and work with management to develop and implement training programs.\n\nOperational Efficiency:Implement process improvements to enhance team productivity and service quality.\nCollaborate with other departments to address operational challenges and implement solutions.\n\nReporting and Documentation:Maintain accurate records of team performance and incidents.\nPrepare and present reports on team performance and operational metrics to upper management.\n\nWho Are You?\nEducation: Bachelor’s degree in Business Administration, Management, or a related field preferred but not required.\nExperience: Minimum of 5 years of experience in a call center or BPO environment, with at least 1 year in a supervisory or team lead role.\nSkills:Strong leadership and team management abilities.\nExcellent communication and interpersonal skills.\nProficiency in call center software and CRM systems.\nPrior Sales experience in a call center environment.\nAbility to analyze data and derive actionable insights.\nProblem-solving skills and the ability to handle high-pressure situations.\n\nAttributes:Motivated and results-driven.\nEmpathetic with a customer-focused mindset.\nStrong organizational and multitasking skills.\n\nWho We Are:\nUnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.\nReports to: Operations Manager\nUnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.","description_format":"text","description_chars":3587,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-07T20:22:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/glowtouch-team-lead","json_url":"https://alion.io/job/glowtouch-team-lead.json","meta":{"generated_at":"2026-10-11T02:45:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4430,"day_limit":5000,"remaining_today":570,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2311829},"rest":"https://alion.io/mcp/rest/get_company?id=2311829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglowtouch-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglowtouch-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglowtouch-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/glowtouch-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglowtouch-team-lead"}]}