Call Centre Team Leader (Assistant Manager) - Operations Night Shift

Location: Newlands, Cape Town, South Africa; current working location is based in Newlands

Company

hirify.global, part of Capgemini, provides AI-powered intelligent operations and transformation services across multiple industries, including banking, healthcare, insurance, shipping and logistics, and travel and hospitality.

What you will do

• Lead, motivate, and inspire a team of Customer Service Advisors.
• Drive performance against KPIs, SLAs, quality standards, and business goals.
• Coach and develop team members through feedback, one-on-one sessions, and performance support.
• Identify performance gaps, analyse trends, and implement improvement plans.
• Manage schedules, workloads, and team activities for business requirements.
• Work with stakeholders to support contact centre objectives and employee engagement.

Requirements

• At least 12 months of Team Leader, Team Manager, or supervisory experience in a BPO or contact centre environment.
• Strong coaching, people development, communication, problem-solving, and analytical skills.
• Ability to interpret performance data and drive continuous improvement.
• Resilience, positivity, adaptability, and a proactive can-do attitude.
• Matric is essential.
• Availability for 24x7 rotational shifts and work from Newlands, Cape Town, South Africa.

Nice to have

• Experience in insurance campaigns.

Culture & Benefits

• Work in a supportive, high-energy night shift operation.
• Develop leadership skills in a dynamic BPO environment.
• Recognition for achievements and impact.
• Opportunity to support employee engagement, coaching, mentoring, and continuous learning.