Team Leader

Team Leader

The Team Leader provides a consistent excellent quality customer service experience by ensuring CCRs are motivated, coached, developed and skilled to meet SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the Operations Manager.

Qualifiers: All employees with the following qualifications

• Band Level 4B and 5A are welcome to apply.
• For 4B, only employees who have held their current position for at least 12 months are eligible. Those who were recently promoted are will not qualify. This movement will be considered vertical.
• For 5A, this remains a lateral movement
• Performance Rating of 3 or higher during the 2024 Annual Performance Review and in the stack rank for the last 6 months
• Not on corrective action/Performance Improvement Plan and administrative case during or within 3 months prior to the roll out of the IJP
• No reliability issues for the last 6 months

Additional Criteria/ Information

• Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.
• Must be Work from home enabled, and with stable internet connection (at least 25mbps)
• Selected candidates to remain part of the team for minimum of 12 months and will not be eligible to apply to another IJP during this period. Scorecards from previous months will be considered to fulfill the minimum requirement for the next progression.

Job Category: Call Centre

Posting End Date: 14/10/2026