About the Opportunity

FNB is seeking a dynamic and experienced individual to join their team in Cape Town as a Call Centre Team Leader. This pivotal role is designed for someone passionate about fostering both exceptional customer experiences and achieving ambitious performance targets within a fast-paced sales and service environment. If you have a knack for motivating a team, nurturing client relationships, and driving profitable growth, this could be your next career move. FNB, as part of the FirstRand Group, is committed to creating an adaptable and innovative workplace where diverse talents are celebrated and encouraged.

What You'll Be Doing

As a Call Centre Team Leader, your primary responsibility will be to guide and empower a team of agents to consistently surpass their performance objectives, all while ensuring the highest levels of customer satisfaction. This role integrates sales and customer service functions, requiring a strategic approach to cross-selling opportunities and the cultivation of strong, lasting client relationships.

Your day-to-day will involve:

• **Performance Management:** Driving your team to meet and exceed sales targets and service level agreements. This includes monitoring key performance indicators and implementing strategies for continuous improvement.
• **Customer Service Excellence:** Championing a culture of outstanding customer service, where proactive and innovative solutions are the norm. You'll be instrumental in ensuring customer complaints are resolved efficiently and effectively, escalating issues when necessary.
• **Cost Management:** Operating within approved budgets to achieve cost efficiencies without compromising service quality.
• **Stakeholder Engagement:** Building and maintaining strong working relationships with various stakeholders, including end-users, subject matter experts, project managers, and senior management.
• **Sales and Cross-selling:** Actively engaging with prospective clients to identify their needs and promote suitable banking products, thereby contributing to the team's overall sales success.
• **Process Improvement:** Analysing call data and customer feedback to identify areas for enhancement in campaign performance, data quality, offer relevance, and the overall customer journey.
• **Administration and Reporting:** Ensuring efficient administrative processes are in place, including timely reporting and accurate information updates.
• **Compliance:** Adhering strictly to all relevant legislative and audit requirements.
• **Team Development:** Focusing on the performance, skills development, talent management, and employment equity of your team to foster innovation, efficiency, and competency growth.

What They're Looking For

To be successful in this role, you will need a robust background in client services and call centre operations, coupled with proven leadership experience. A strong understanding of sales principles and a commitment to customer-centricity are essential.

The essential requirements include:

• A minimum of 4 to 5 years of experience within a client services and/or call centre environment.
• Demonstrated experience in team leadership and people management.
• An NQF Level 6 qualification.
• A FAIS-recognised qualification.
• At least 12 months of experience operating under FAIS Categories 1.1 and 1.22.

Additionally, in line with the National Credit Act (NCA), candidates will be subject to a credit record check. FNB is an equal opportunity employer committed to the Employment Equity plan and supports the recruitment and advancement of individuals with disabilities.

This role offers a challenging yet rewarding environment, with ample opportunities for networking, collaboration, and innovation. If you’re ready to ignite effective change and reach your potential in a team of experts, we encourage you to apply.

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In South Africa, a Call Centre Team Leader role like this typically demands strong leadership skills and a comprehensive understanding of sales and service metrics. While specific remuneration varies widely based on experience, company size, and performance incentives, roles requiring FAIS compliance and significant experience often command competitive salaries, frequently supplemented by performance bonuses. The financial services sector, particularly banking and insurance, is a major employer of such professionals, offering clear career progression paths into management and operational roles.

Minimum Requirements:

• 4 to 5 years' experience in a Client Services and/or Call Centre environment, including exposure to team leadership and people management.
• NQF Level 6 qualification (essential).
• FAIS-recognised qualification (essential).
• A minimum of 12 months' experience operating under FAIS Categories 1.1 and 1.22 (essential).

 

Additional Requirements:

In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

 

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

29/09/26