Customer Experience Team Manager | Cape Town

Are you an inspirational leader with a proven ability to manage, motivate, and coach a team to deliver exceptional customer service across all communication channels?

A Global Leader in innovative travel and insurance solutions (serving over 400 million consumers worldwide) is seeking an experienced Customer Experience Team Manager to lead their multi-channel contact centre operations. This pivotal role is responsible for driving both individual and team performance against key metrics in a high-performing, industry-leading environment.

If you have a strong background in a medium-sized sales, service, and claims call centre, and excel at interpreting performance data, this is your chance to make a significant impact on our global customer experience.

Responsibilities:

• Performance Management: Lead, motivate, and manage agents to deliver outstanding service. Monitor team performance against KPIs (e.g., call handling time, customer satisfaction, quality scores) and drive continuous improvement.
• Coaching & Development: Provide regular coaching, feedback, and development opportunities to build a high-performing team.
• Operational Coordination: Manage team scheduling, adherence, and attendance to ensure optimal resource coverage. This requires a strong understanding of workforce management, forecasting, and scheduling.
• Service & Escalations: Act as a referral point for complex queries, complaints, and technical issues, ensuring timely and effective resolution.
• Compliance & Standards: Ensure all quality, regulatory, and procedural documentation is maintained. You must adhere to relevant regulatory Conduct rules and maintain a Duty of Responsibility for all managed activities.

Experience:

• Proven experience in a similar team leader or supervisor role within a medium-sized sales/service and claims call/contact centre.
• Experience managing multi-channel customer service environments is also required.

Skills:

• Strong people management, coaching skills, and the ability to inspire and lead by example.
• You must be data-driven, capable of interpreting performance metrics, and taking appropriate action.

Technical:

• Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools.

Mindset:

• Excellent communication, strong problem-solving abilities, and a calm, customer-focused approach under pressure.

Environment:

• Comfortable working in a hybrid and regulated environment.