Call Centre Team Team Leader

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Job Description

We are seeking a dynamic, high-energy, and hands-on Call Centre Team Leader to lead our Member Support Call Centre, which provides retirement fund administration and member support services across the full member journey. From onboarding and contributions through preservation, benefit payments, claims, and ongoing member servicing, this role plays a critical part in ensuring an exceptional member experience while delivering operational excellence.

The successful candidate will take full ownership of a fast-paced customer servicing environment, leading a team of customer service professionals to consistently deliver outstanding service, achieve operational targets, and maintain high-quality client and member outcomes.

We are looking for a leader who manages on the pulse of the operation, anticipates challenges before they arise, and drives accountability through strong people leadership. The ideal candidate will thrive on continuous improvement, embrace innovation, and have a passion for leveraging automation, AI, and technology-driven solutions to enhance service delivery, streamline processes, and improve operational efficiency.

Key Result Areas:

Operational Management:

• Take full ownership of daily call centre operations, ensuring service levels, quality standards, and productivity targets are consistently achieved.

• Monitor real-time operational performance and proactively manage workloads, queues, escalations, and resource allocation.

• Ensure efficient workflow management and optimal utilisation of team capacity.

• Analyse performance metrics and trends to identify risks, opportunities, and areas for improvement.

• Drive operational excellence through continuous process review and improvement initiatives

• Ensure business continuity and operational resilience within the team.

Service Excellence:

• Champion a customer-first culture that delivers exceptional member experiences across the retirement fund member journey.

• Ensure all member and client interactions are handled professionally, efficiently, and in line with service standards

• Monitor customer satisfaction levels and implement actions to improve service quality.

• Manage complex queries, complaints, and escalations to successful resolution.

• Identify opportunities to enhance the end-to-end member experience

People Leadership & Team Development:

• Lead, coach, mentor, and develop a high-performing customer service team.

• Create a culture of accountability, ownership, engagement, and continuous improvement.

• Conduct regular one-on-one discussions, team meetings, and performance reviews.

• Set clear performance expectations and manage employee performance effectively.

• Recognise and reward high performance while addressing performance concerns proactively

• Support employee wellbeing, engagement, and professional development.

Quality Assurance & Compliance:

• Ensure adherence to company policies, operational procedures, and regulatory requirements.

• Maintain high standards of accuracy, quality, and service delivery.

• Conduct regular quality reviews and implement corrective actions where required

• Review and update operational procedures and SOPs to support compliance and best practice

Stakeholder & Relationship Management:

• Build and maintain strong relationships with internal and external stakeholders.

• Collaborate with business units to resolve service issues and improve operational effectiveness.

• Act as a key point of contact for operational matters relating to member servicing

• Communicate performance, risks, and operational insights to management and stakeholders.

• Foster a collaborative and customer-centric approach across teams

Innovation, Automation & Continuous Improvement:

• Identify opportunities to automate manual processes and eliminate inefficiencies.

• Drive adoption of AI-enabled tools and digital solutions to improve productivity and customer outcomes.

• Encourage innovative thinking and a continuous improvement mindset within the team

• Lead initiatives that simplify processes and enhance operational effectiveness

• Stay informed of industry trends, emerging technologies, and best practices to future-proof the operation.

Qualifications, Skills, Experience Required:

• Matric (essential)

• A relevant tertiary qualification would be an advantage

• Proven ability to drive process improvement and operational efficiency

• Proven experience with Leading people

• Strong analytical and problem-solving skills

• Strong stakeholder management and relationship-building ability

• Strong communication skills (both verbal and written)

• Proven ability to work independently and proactively

• Working knowledge and experience within a Call Centre environment, workflow systems will be advantageous

• Experience within the retirement fund industry and an understanding of associated operational and member service processes would be highly advantageous.

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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