Job Title: Team Leader (x20)Location: Durbanville, Cape TownCompany: BPO Client Services (Pty) Ltd – t/a BPO ServicesAbout UsBPO Client Services is a leading provider of business process outsourcing solutions. Ourgoal is to deliver exceptional services that drive efficiency and innovation for our clients.We are currently seeking a dedicated and experienced Team Leader with a background inbanking, financial services, or debt collection to lead a team of about 15 agents.Job DescriptionAs a Team Leader, you will be responsible for overseeing and managing a team ofapproximately 15 agents, ensuring their optimal performance, development, and alignmentwith organisational goals. Your role will involve people management, performancemonitoring, team leadership, and workflow management.Key ResponsibilitiesPeople Management: Provide guidance, mentoring, and support to foster professional growth anddevelopment among team members. Motivate and inspire the team by recognising and rewarding exceptional performance.Performance Management Collaborate with stakeholders to define and set key performance indicators (KPIs)specific to the team. Regularly monitor team performance against KPIs, identify trends, and assess areas forimprovement. Prepare and deliver regular performance reports to stakeholders. Implement strategies for performance improvement and process optimisation.Team Leadership Provide strong leadership, set clear goals, expectations, and priorities for the team. Identify training needs and opportunities for skill development. Conduct regular performance evaluations and provide constructive feedback. Plan and allocate tasks and responsibilities to ensure efficient workflow. Foster collaboration and teamwork within the team and across departments. Hold team members accountable for their responsibilities and performance.Workflow Management Monitor daily operations to ensure efficiency and adherence to policies and procedures. Ensure timely completion of tasks and projects assigned to the team. Address and resolve any workflow issues promptly to maintain productivity.Daily Responsibilities Monitor team attendance and time tracking. Review daily, weekly, and monthly performance dashboards. Conduct return-to-work interviews and performance evaluations. Hold regular one-on-one meetings with team members.Qualifications Proven experience (1 year) in a team leadership role, preferably in a call centreenvironment. Background in banking, financial services, or debt collection is advantageous Strong understanding of KPI setting, tracking, and performance management. Excellent communication, interpersonal, and organisational skills. Ability to motivate and inspire a team to achieve their best performance. Financial management experience is a plus. Ability to manage multiple tasks and projects effectively.Benefits Competitive salary and incentives. Professional development opportunities. A supportive and collaborative work environment. Opportunities for career growth within the company.How To ApplyInterested candidates are invited to submit their resume and cover letter outlining theirqualifications and experience to ******.
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