Job Description
Collinson is a global, privately-owned company with over 1,100 employees across 20+ locations worldwide. We are dedicated to helping our clients acquire, retain, and optimise customer relationships through world-class products and services, including Priority Pass (the world’s largest independent airport lounge access programme with 1,300+ lounges globally) and Columbus Insurance, a leading travel insurance specialist.
We are currently looking for a Team Leader to join our Contact Centre Operations team.
About the Role
Reporting to the Junior Operations Manager, the Team Leader will be responsible for managing, motivating, and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded.
This role requires a confident people leader who thrives in a fast-paced, 24/7 environment and can remain calm, focused, and adaptable under pressure.
Key Responsibilities
Actively manage and support agents through regular feedback, coaching, and performance management
Oversee day-to-day operational performance of the assigned team
Ensure all KPIs, quality standards, and client SLAs are achieved
Manage adherence, attendance, and scheduling within the team
Handle escalations, customer complaints, and operational interruptions
Conduct 1:1 performance and development sessions (PEPs)
Work closely with Performance Coaches to support agent development
Compile, analyse, and report on operational data and performance metrics
Maintain consistent communication within the team and across departments
Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct
Ensure full compliance with company policies, procedures, and quality standards
Skills, Experience & Attributes
Managerial Diploma or Degree (advantageous)
Strong knowledge of customer service and contact centre operations
Proven people management and coaching experience
Advanced computer literacy and strong data analysis skills
Excellent verbal and written communication skills
Strong problem-solving and conflict resolution abilities
Process-driven with strong attention to detail
Highly motivated, adaptable, and able to manage priorities under pressure
Ability to build strong working relationships across teams and departments
What You’ll Need to Succeed
Ability to manage multiple priorities in a fast-paced environment
Calm, focused approach during high-pressure situations
Willingness to learn and adapt to new systems and technologies
Flexibility to work rotational shifts in a 24/7 operation
Collinson offers a dynamic, inclusive work environment with opportunities for growth and development. Job responsibilities and deliverables may be reviewed periodically and will be aligned to a performance contract.