Contact Center Team Lead

About the Role

To lead the strategic direction and daily execution of Contact Centre and Experience Centre operations, ensuring excellent service delivery, efficient complaints resolution, and high-performance frontline teams.

Responsibilities

• Develop and implement Contact Centre and Experience Centre service operations strategy.
• Drive improvements in First Contact Resolution (FCR), Average Handling Time (AHT), call quality, and customer responsiveness.
• Design and implement call quality assurance and performance monitoring frameworks.
• Analyze Contact Centre service trends and collaborate with resolution partners to identify root causes of complaints and implement service improvement actions.
• Lead service recovery frameworks and escalation control processes.
• Prepare and submit weekly and monthly service operations performance reports.
• Oversee daily Contact Centre operations and Experience Centre service delivery.
• Ensure all complaints are logged, acknowledged, investigated, and resolved within the agreed SLA.
• Supervise CRM operational usage for case logging, escalation tracking, and closure compliance.
• Supervise frontline adherence to SOPs and escalation protocols.
• Plan, assign tasks, and provide day-to-day directions to direct reports.
• Conduct performance reviews, coaching, and continuous improvement sessions for frontline teams.
• Ensure effective operational use of the CRM to support customer engagement and service delivery.

Key Performance Indicators (KPIs)

• Service Performance Reporting (15%) - Timely, accurate weekly and monthly service reports across all channels.
• Complaints Resolution Rate – 95% (15%) - Maintain a minimum 95% resolution rate within SLA.
• QoQ Reduction in Service Complaints (10%) - Achieve at least 20% quarter-on-quarter reduction within 12 months.
• Service Failure Learning Outcomes (10%) - Publish 2 documented improvement learnings per quarter.
• Frontline Engagement & Service Quality (15%) - Sustain high levels of professionalism, responsiveness, efficiency, and emotional intelligence.
• Digital Service Operations Experience (15%) - Deliver and manage an efficient digital service experience across all support platforms.
• Contact/Experience Centre Service Satisfaction (10%) - Achieve a minimum 90% service satisfaction score.
• 360° Direct Report Feedback (5%) - Maintain strong annual team feedback scores.
• Head, Customer Experience Feedback (5%) - Positive qualitative performance rating from Head of CX.

Qualifications

• Bachelor’s degree (minimum)
• 5–8 years of experience in Customer Experience / Contact Centre Operations
• 2–3 years in a supervisory or leadership role
• Real estate or service-intensive industry experience is an advantage

Required Skills

• Leadership and people management
• Strong verbal and written communication
• High emotional intelligence
• Service analytics and reporting
• Problem-solving and decision-making
• CRM operational proficiency
• Ability to work under pressure

Equal Opportunity Statement

Mixta Africa is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, marital status, disability, age, or any other protected status. Some of the following questions are optional and are requested only to help us understand the mix of applicants. Your responses will not affect your application in any way.

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