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5CA is Hiring a Remote English Team Lead in South Africa

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As Team Lead you are responsible for coaching, guiding, developing, and managing your team of approximately 15 agents. You play a pivotal role in ensuring smooth and effective operations, making sure your team meets and exceeds operational KPIs, achieving a high level of customer satisfaction and service excellence. You are responsible for optimizing the satisfaction of your team, you address and resolve any issues, and act as their main point of contact. You ensure the onboarding of your new (or senior) agents runs smoothly and introduce new agents to 5CA’s company, culture, and tools. You are responsible for performance and behaviour management (including attendance), together with admin and operational tasks.

Responsibilities

Team Management and Leadership

  • Lead, mentor, and inspire a team of customer service agents, fostering a positive and collaborative work environment. Uphold a customer-centric approach and encourage agents to provide exceptional service that exceeds customer expectations.
  • Set performance goals (KPIs) for the team and individuals, and track progress towards achieving those goals.
  • Provide ongoing coaching and feedback to agents to improve their skills, performance, and customer interaction quality. Train and coach your team on soft skills and channelspecific skills. Coordinate execution of project-specific training/coaching with Operations Managers.
  • Conduct regular one-on-one meetings to discuss individual progress, development goals, and performance metrics.
  • Manage the bi-annual performance cycle for the team of agents.
  • Check and acknowledge onboarding training feedback for new agents.
  • Play a role in onboarding new agents to 5CA’s company culture, values and policies, tools and systems, and project/product knowledge and processes.
  • Address team conflicts, concerns, and performance issues in a timely and constructive manner. Collaborate with HR and senior operations management to resolve more complex employee-related matters.
  • Interviewing applicants to determine team fit and provide information about the project.

About You

  • You speak English at an advanced level (minimum C1).
  • You are located in Albania, Algeria, Bosnia and Herzegovina, Bulgaria, Romania, Kosovo, Serbia, South Africa, Tunisia or Turkey .
  • 2+ years of experience in an (preferably international) inbound customer contact center as a Team Lead.
  • Previous phone call experience in a call center
  • Good understanding of contact center metrics.
  • Good leadership and management skills.
  • Affinity with the e-commerce industry.

Technical requirements

  • A minimum internet speed of 15 Mb/s download and 15 Mb/s upload and Latency <120ms, internationally
  • A minimum of 8 GB RAM  
  • Windows 11 (All editions except Windows S Mode), or macOS 13.0 or newer
  • A processor with a CPU Mark of at least 7368 or higher, similar to i5-8300H (Has to be 8th Gen Intel or above, if Ryzen, 2nd Gen or above)
  • A smartphone usable for two-factor authentication that runs at least:
    • Android 10.0 or newer
    • Apple iOS 16.0 or newer 
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