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Job Description

Team Leader, Operations – Utilities | Cape Town

Lead with purpose. Inspire performance. Deliver exceptional customer experiences.

Are you an experienced people leader who thrives on coaching, developing teams and driving performance? Do you enjoy working in a fast-paced customer service environment where your leadership can make a real difference?

Join Concentrix and become part of a global team that powers the world's best brands.

We're looking for a motivated and results-driven Team Leader, Operations to lead a team supporting a leading Utilities programme. You'll be responsible for driving team performance, delivering exceptional customer experiences and ensuring operational targets and service standards are consistently achieved.

In this role, you'll work closely with your team and key support functions to identify opportunities, address performance gaps and create a positive, engaged and high-performing team culture.

Please note: This role requires flexibility to work UK or US operating hours, depending on business requirements.

If you're passionate about people leadership, performance and customer excellence, we'd love to hear from you.

What you will do in this role

As a Team Leader, Operations, you will:

• Lead and supervise a team of customer service associates, ensuring operational and performance objectives are achieved.

• Monitor attendance, productivity, quality and overall team performance in line with business requirements.

• Coach and develop team members through regular one-on-ones, feedback sessions and performance coaching.

• Identify performance gaps, develop action plans and implement appropriate corrective action.

• Ensure customer service delivery consistently meets contractual KPIs, quality standards and service expectations.

• Communicate business updates, performance expectations and operational changes clearly and effectively.

• Provide support and subject matter expertise when handling escalated customer interactions.

• Facilitate regular team meetings and create an environment that encourages communication, collaboration and feedback.

• Drive employee engagement, recognition and team-building activities.

• Partner with Quality, Training, Workforce Management, HR and other support functions to improve team and business performance.

• Maintain a strong understanding of operational processes, policies, procedures and client requirements.

• Promote Concentrix values through your leadership, behaviour and interactions with employees.

• Support continuous improvement initiatives that enhance operational efficiency and customer experience.

Your qualifications

Concentrix is a great match if you have:

External candidates

• A minimum of 1 year Team Leader experience, preferably within a contact centre, BPO or customer service environment.

• Proven experience leading, coaching and developing teams to achieve performance objectives.

Additional experience and skills

• Utilities industry experience would be advantageous.

• Previous Utilities or UK/US customer service experience would be advantageous.

• Strong understanding of customer service and operational KPIs.

• Proven ability to coach, mentor and motivate employees.

• Excellent written, verbal and interpersonal communication skills.

• Strong problem-solving and decision-making abilities.

• Ability to manage multiple priorities and consistently meet deadlines.

• Strong organisational and time management skills.

• Ability to work effectively under pressure in a fast-paced environment.

• Willingness and ability to work flexible hours aligned to UK or US operating requirements.

• Ability to adapt to changing business needs and operational requirements.

If you don't meet every requirement, we still encourage you to apply. We recognise that talent comes in many forms and will consider you for this or other suitable opportunities.

What's in it for you

At Concentrix South Africa, we're committed to supporting your wellbeing, professional development and long-term career growth.

When you join our team, you'll enjoy:

• Competitive salary.

• Permanent full-time employment.

• Annual leave starting at 15 working days, increasing with length of service.

• Pension and Provident Fund.

• Medical Aid options.

• Paid sick leave.

• Paid maternity, parental, adoption and commissioning parental leave after one year of service.

• Paid Family Responsibility Leave after four months.

• Funeral cover.

• Access to learning, leadership development and career progression opportunities.

• The opportunity to work for a global leader in customer experience solutions.

Power the best version of you!

If you're ready to lead, develop people and drive high-performing teams while supporting a leading Utilities programme, we'd love to hear from you.

Apply today and take the next step in your Concentrix leadership career.

Concentrix is an Equal Opportunity Employer

Concentrix is committed to creating an inclusive workplace where everyone belongs. We welcome applications from all qualified candidates regardless of race, colour, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status or any other legally protected characteristic.

Employment Equity

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace. 

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