Team Leader - Inbound

Introduction

Are you a passionate people leader with a proven ability to inspire high-performing teams? We are looking for a dynamic Team Leader to drive service excellence within our innovative Project Nebula operating model. In this role, you will lead, coach, and develop a team of inbound agents, empowering them to deliver exceptional customer experiences while achieving performance, quality, and compliance targets. You will play a key role in developing talent through the Nebula skills pathway, fostering collaboration between agents, Zoey, and support teams, and creating an environment where individuals and teams can thrive, grow, and succeed.

Duties & Responsibilities Team Leadership & Performance Management

• Lead and manage a team of inbound customer service agents.
• Conduct daily huddles to communicate operational updates, service objectives and performance targets.
• Monitor team productivity, occupancy, adherence and customer service levels.
• Manage attendance, punctuality, leave and absenteeism.
• Create a high-performance culture focused on customer outcomes and first-call resolution.

Customer Experience Management

• Ensure customers receive a professional, empathetic and efficient service experience.
• Support agents with vulnerable, distressed or complex customer interactions.
• Manage customer escalations and complaints to satisfactory resolution.
• Drive first-contact resolution and reduction of repeat contacts.
• Ensure smooth transitions between Zoey and live agent interactions.

Quality Assurance & Compliance

• Conduct side-by-side and remote call monitoring.
• Complete quality evaluations against the Nebula Quality Framework.
• Ensure compliance with:
  • POPIA
  • Consumer protection requirements
  • Identity verification procedures
  • Customer disclosure requirements
  • Internal policies and procedures
• Participate in calibration sessions and quality improvement initiatives.
• Monitor and improve customer interaction quality and consistency.

Coaching & Capability Development

• Conduct weekly coaching sessions using quality assessments, live observations and customer feedback.
• Develop agents along the Nebula capability pathway:

• Progression Pathway

• General Enquiries

• Customer Queries

• Account Assistance

• Collections Support

• Legal & Specialised Servicing

• Identify readiness for progression and recommend agents for development opportunities.
• Work closely with Learning & Development on capability-building initiatives.
• Support onboarding and nesting programs for new starters.

Zoey Integration & Handover Management

• Monitor Zoey-to-agent transfers and customer handovers.
• Identify incorrect routing, transfer failures and customer journey breakdowns.
• Provide feedback regarding knowledge gaps, scripting opportunities and customer pain points.
• Support continuous enhancement of Zoey customer journeys and interaction design.
• Escalate recurring customer experience issues impacting service delivery.

Operational Monitoring

• Monitor real-time queues and service level performance.
• Manage workload balancing across the team.
• Ensure adherence to workforce management schedules.
• Support peak demand planning and operational readiness activities.
• Escalate service risks impacting customer experience.

 

Reporting & Insight Generation

• Track and report on:
  • Service Levels
  • Average Handling Time (AHT)
  • First Call Resolution (FCR)
  • Quality Scores
  • Compliance Scores
  • Customer Satisfaction (CSAT)
  • Adherence
  • Productivity
  • Escalations
  • Development Progress
• Provide daily, weekly and monthly performance insights.
• Identify trends, risks and improvement opportunities.

 

Desired Experience & Qualification Minimum Requirements

• Essential

• Grade 12 (Matric)

• Advantageous

• Diploma or NQF Level 5 qualification in:
  • Contact Centre Management
  • Business Management
  • Customer Service Management
  • Operations Management
• Experience
• Essential
• Minimum 3 years contact centre experience.
• Minimum 1 year experience in a Team Leader, Senior Agent or supervisory role.
• Experience managing customer service and inbound call operations.

• Advantageous
• Exposure to omnichannel

Key Competencies

• Leadership

• Team Coaching

• Employee Development
• Performance Management
• Motivation & Engagement

• Customer Experience

• Customer Centricity
• Empathy
• Escalation Management
• Service Excellence

• Operational Excellence

• Queue Management
• Adherence Management
• Workforce Coordination
• Quality Improvement

• Analytical & Reporting

• Performance Analysis
• Root Cause Analysis
• Data Interpretation
• Reporting & Insight Generation