Contact Centre Team Leader

Details

Closing Date2026/11/20

Reference NumberMMH261028-5

Job TitleContact Centre Team Leader

Position TypePermanent

Role FamilyClient Services

ClusterInternational

Remote OpportunitySome of the time

Location – CountryLesotho

Location – Town / CityMaseru

IntroductionAn opportunity exists to be part of a high-performance culture that drives Impact! Metropolitan Lesotho is a subsidiary of Momentum Group; a company registered on the Johannesburg Stock Exchange. We are currently looking for a dynamic and self-motivated individual in the position of Contact Centre Team Leader based in Maseru. The incumbent will report directly to Contact Centre Manager.

DisclaimerAs an applicant, please verify the legitimacy of this job advert on our company career page.

Role PurposeThe Contact Centre Team Leader is responsible for leading, coaching, and motivating a team of Contact Centre Consultants to deliver exceptional customer service, achieve operational targets, and support business objectives. This entails effective management of day-to-day customer interactions, adherence to service standards, productivity goals and regulatory requirements while fostering a high-performance and customer-centric culture.

RequirementsQualification
Bachelor’s degree in business management or related.
Experience
3 years’ experience in a Contact Centre role with at least some formal or informal leadership/supervisory background.

Duties & Responsibilities
Lead and manage a team of Contact Centre Agents to achieve service level targets, quality standards, and operational KPIs.
Monitor team performance, including service levels, customer satisfaction, quality assurance, productivity, and first-contact resolution.
Coach, mentor, and develop team members through regular feedback, performance reviews, and improvement plans.
Manage complex customer queries, complaints, and escalations, ensuring timely and effective resolution.
Drive a culture of customer excellence by continuously improving service delivery and customer experience.
Ensure compliance with company policies, operating procedures, regulatory requirements, and quality standards.
Conduct quality monitoring and performance evaluations, identifying trends and implementing corrective actions where required.
Analyse operational and customer interaction data to identify improvement opportunities and enhance team performance.
Prepare and present performance, quality, and operational reports to management.
Collaborate with internal stakeholders to resolve customer issues and support business initiatives.
Foster a positive, high-performance team culture that promotes engagement, learning, accountability, and continuous improvement.
Contribute to process improvement, operational efficiency, risk management, and cost-effectiveness initiatives.

Competencies

Business Acumen
Client/ Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Collaboration
Empathy & Customer-Centricity

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.