Team Leader – Outbound Call Centre (UK)

Location: West Rand, South Africa

Are you passionate about leading a high-energy outbound sales team? Do you have the drive to inspire, the skills to manage performance, and the knowledge to analyse data?

If you have 5 years of call centre experience, with 2 years in a team leader role, ideally in the telecommunications industry selling subscription-based services, we want to hear from you…

You will lead a dynamic team focused on UK-based clients, coaching and mentoring them to reach their full potential. Your role is all about performance, quality, and growth – fuelled by your commitment to excellence.

What You Need to Bring

• Minimum 5 years of call centre experience, including 2 years in an outbound team leader role
• Experience in the telecommunications industry is a strong advantage
• International exposure (especially UK markets) is beneficial
• Matric (Grade 12) – essential
• Computer literate – MS Office proficiency, CRM systems

Key Responsibilities

• Oversee day-to-day operations and ensure delivery within campaign-specific SLA’s
• Allocate tasks efficiently to meet team and campaign objectives
• Ensure adherence to industry regulations, supported by QA and Compliance
• Build and maintain internal relationships to support team delivery
• Manage and strengthen ties with Key Account Managers and Business Partners
• Foster a high-performance culture with focus on customer experience
• Engage consistently with your team to encourage open communication and accountability
• Coach, mentor, and support agents in their daily duties and client engagements
• Develop and track individual and team KPIs aligned to business objectives
• Create a team culture where customer focus drives every action
• Address underperformance through guidance, coaching, and counselling
• Monitor attendance, conduct and engagement levels, in collaboration with HR
• Ensure a fair and consistent approach in team leadership and workplace discipline
• Lead and manage disciplinary proceedings in line with internal HR policies
• Monitor team KPIs continuously and implement key interventions to improve output
• Handle customer complaints and improve cost efficiency strategies
• Support the setup and launch of campaigns as required by the business
• Compile daily, weekly and monthly reports with clear performance insights

Technical Competencies Required

• Proven ability to compile and manage data accurately and securely
• Advanced proficiency in MS Office (Excel, Word, PowerPoint)
• Familiarity with Google Suite (G-Sheets, G-Docs, etc.)
• Experience with quality assurance frameworks and coaching best practices
• Strong research and data evaluation skills
• Ability to listen critically and analyse retention call recordings for improvement areas

Working Hours

• Aligned to UK time zones: Monday to Friday – 10h00 to 19h00
• Every second weekend: 10h00 to 15h00

How to Apply

We do not just want to see your experience – we want to understand your passion for leadership and your track record of success.

Here is your first challenge: Convince us why YOU are the perfect fit for this role.

Submit the following:

• Your detailed CV highlighting key leadership and performance achievements
• A Motivation Letter sharing your proudest leadership moment, a key challenge you overcame, and why this role speaks to you
• Matric Certificate and ID
• Please note: Verification checks will be conducted