Team Leader

Recruiter:

Riseup Management

Job Ref:

JHB000200/AMB

Date posted:

Thursday, February 12, 2026

Location:

Durban, South Africa

SUMMARY:

Team Leader – Insurance Campaign (BPO Environment)

Location: Durban, KwaZulu-Natal
Employment Type: Full Time / Permanent

Role Overview

We are looking for an experienced Team Leader to manage and support a team of Call Centre Agents within an insurance campaign in a fast-paced BPO environment. The successful candidate will be responsible for driving team performance, ensuring service delivery meets client SLAs, and maintaining high levels of quality and compliance.

POSITION INFO:

Minimum Requirements

Minimum 2 years’ Call Centre experience (Insurance industry preferred)
Minimum 1 year Team Leader / Supervisory experience in a Call Centre or BPO environment
Grade 12 / Matric
Clear criminal record
Strong leadership and people management skills
Strong reporting and administrative skills
Computer literate (MS Excel, CRM systems, Workforce systems advantageous)
Willingness to work shifts, weekends, or public holidays if required

Key Responsibilities

Manage daily operations of a team of Call Centre Agents
Monitor and drive team performance against KPIs (AHT, QA, Conversion, CSAT, Attendance, Productivity)
Conduct coaching sessions, performance reviews, and development plans
Handle escalations and resolve complex customer queries
Ensure adherence to client SLAs, company policies, and regulatory requirements
Compile and submit daily, weekly, and monthly performance reports
Support training, onboarding, and upskilling of new and existing staff
Drive team motivation, engagement, and retention

Key Competencies

Strong leadership and decision-making ability
Performance management and coaching skills
Strong analytical and reporting capability
Excellent communication and interpersonal skills
Conflict resolution and problem-solving skills
Ability to work under pressure in a target-driven environment
Strong organisational and time management skills

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