Key Responsibilities
Staff and Team Management
Supervise and lead night shift staff while ensuring adherence to company policies and procedures
Assign duties to employees based on roles, skills, and operational needs
Train new and existing staff through monitoring the completion of training modules and development activities
Monitor staff performance, provide feedback, and address employee concerns or disciplinary matters in line with company policies
Ensure service level standards are met by monitoring call and enquiry completion within required timeframes
Monitor customer satisfaction levels relating to the team’s service delivery
Address staff requests and manage workplace conflicts effectively
Conduct team meetings and communicate performance expectations and operational goals clearly
Operations and Security
Maintain a safe and secure working environment for all employees
Oversee night operations to ensure efficiency and client satisfaction
Monitor equipment used during night shift and report any accidents or faulty equipment to management
Ensure compliance with health, safety, and employment regulations
Incident and Problem Resolution
Respond to emergencies, incidents, or disturbances during night operations
Act as the primary point of contact for troubleshooting and resolving operational issues
Handle escalated customer queries and complaints professionally and efficiently
Reporting and Administration
Generate reports on team performance, key metrics, and incidents occurring during the shift
Maintain accurate logs and records of incidents, accidents, and operational matters
Communicate key updates and issues to day management teams to ensure smooth handovers between shifts
Minimum Requirements
Previous Team Leader / Supervisory experience
Strong leadership and people management skills
Excellent communication and conflict resolution abilities
Ability to work night shifts
Strong organizational and problem-solving skills
Computer literacy
Advantageous
Experience in a call centre or operational environment
Experience managing service levels and performance metrics
Advantageous
- Experience in a call centre or operational environment
- Experience managing service levels and performance metrics
- Experience working in a BPO
Offices based in Century City, Cape Town
