CX Team Leader

SUMMARY:
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POSITION INFO:

We are seeking a proactive and results-driven CX Team Leader to oversee a small customer service team within a leading Quick Service Restaurant environment. The role is responsible for ensuring all customer engagements across multiple channels are handled with professionalism, efficiency, and empathy. You will drive operational performance, coach and develop your team, and uphold brand standards while fostering a culture of service excellence.

Key Responsibilities

• Supervise, guide, and motivate a team of customer service agents to achieve exceptional performance.

• Allocate resources and manage daily workflows across all customer engagement channels (social media, telephony, WhatsApp, live chat).

• Lead daily briefings and align team efforts with business goals.

• Serve as the first point of escalation for complex customer issues.

• Monitor and analyse team and individual performance against KPIs (response time, quality, productivity, and customer satisfaction).

• Implement improvement strategies for underperforming areas.

• Drive adherence to performance metrics and ensure operational targets are met or exceeded.

• Oversee logging, assignment, and resolution of customer cases with a resolution rate target of 95% or higher.

• Ensure accurate and timely case documentation.

• Review and improve workflows for greater efficiency and customer satisfaction.

• Monitor interactions to maintain an overall quality score of 90%+.

• Provide feedback, coaching, and training to enhance tonality, empathy, and process adherence.

• Conduct quality audits and implement action plans for improvement.

• Conduct regular one-on-one performance reviews.

• Identify and address training needs in collaboration with Learning & Development.

• Mentor team members for career growth and maintain a positive, motivated culture.

• Ensure customers receive timely, accurate, and empathetic responses.

• Oversee loyalty programme queries, escalations, and complaints.

• Promote a customer-first culture in every interaction.

Requirements

• National Senior Certificate (Matric) or equivalent (required)

• Diploma or higher qualification in Business Administration, Contact Centre Management, or related field (preferred)

Experience

• 3–5 years’ experience in a call centre environment, BPO OR FMCG, with at least 2 years in a supervisory role

• Proven success in managing customer service operations and achieving KPIs

• Experience with multi-channel customer engagement (voice, email, live chat, social media)