Team Leader (Call Centre)

TL;DR

Team Leader (Call Centre): Managing a team of 15-20 service associates to ensure operational excellence and high-quality customer service delivery in a travel-focused BPO environment. Focus on coaching, KPI management, and process improvement within a 24/7 operational framework.

Location: Must be based in Cape Town, South Africa (Onsite role at Century City).

Company

hirify.global is a global Business Process Management (BPM) leader providing domain-specific services to over 400 clients across various industries including travel, finance, and healthcare.

What you will do

• Manage and mentor a team of 15-20 service associates to ensure high performance and motivation.
• Monitor team KPIs including productivity, quality, sales, attrition, and absence.
• Conduct one-on-one coaching sessions and weekly business reviews to drive performance improvements.
• Handle client escalations effectively and participate in operational leadership meetings.
• Ensure adherence to company policies and maintain optimal floor coverage in a 24/7 environment.
• Interview and select qualified candidates for agent-level positions.

Requirements

• Minimum 3 years of hands-on experience with Amadeus GDS (booking, ticketing, exchanges, refunds).
• Strong understanding of IATA rules, NDC, and travel industry terminologies.
• Proficiency in MS Office (Excel, PowerPoint).
• Excellent written and verbal communication skills.
• Flexibility to work in a 24/7 environment, specifically US Night Shift.
• Ability to multitask and perform effectively under stressful conditions.

Culture & Benefits

• Structured career path and professional development opportunities.
• Access to coaching and mentoring programs.
• Participation in the hirify.global Cares Foundation for community impact.
• Culture of outperformance, engagement, and celebration.