Team Leader - Customer Service, Milnerton

Collinson is a global, privately‑owned company with over

1,100 employees across 20+ locations worldwide . We are dedicated to helping our clients

acquire, retain, and optimise customer relationships

through world‑class products and services, including

Priority Pass

(the world’s largest independent airport lounge access programme with 1,300+ lounges globally) and

Columbus Insurance , a leading travel insurance specialist.

We are currently looking for a

Team Leader

to join our Contact Centre Operations team.

About the Role Reporting to the

Junior Operations Manager , the Team Leader will be responsible for managing, motivating, and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded.

This role requires a confident people leader who thrives in a fast‑paced, 24/7 environment and can remain calm, focused, and adaptable under pressure.

Key Responsibilities

Actively manage and support agents through regular feedback, coaching, and performance management

Oversee day‑to‑day operational performance of the assigned team

Ensure all KPIs, quality standards, and client SLAs are achieved

Manage adherence, attendance, and scheduling within the team

Handle escalations, customer complaints, and operational interruptions

Conduct 1:1 performance and development sessions (PEPs)

Work closely with Performance Coaches to support agent development

Compile, analyse, and report on operational data and performance metrics

Maintain consistent communication within the team and across departments

Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct

Ensure full compliance with company policies, procedures, and quality standards

Skills, Experience&Attributes

Managerial Diploma or Degree (advantageous)

Strong knowledge of customer service and contact centre operations

Proven people management and coaching experience

Advanced computer literacy and strong data analysis skills

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