Job Description

Join our CP360 Family, today!

Join Our Canadian-Inspired Team in Durban: Embrace Excellence Together!

Who We Are:

At

ContactPoint 360

, we put people first. As a global customer experience company, we partner with top brands to deliver outstanding service through meaningful interactions. Our Durban team is growing, and we're looking for passionate, people-focused individuals who thrive in a fast-paced, hospitality-driven environment.

The Opportunity:

We are seeking a dedicated and professional

Team Leader

will who proactively monitor and manage execution of tasks and creation of deliverables for the team members. As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.

What You'll Do:

Provides daily direction and communication to employees so that customer service calls, emails and text are answered in a timely, efficient, and knowledgeable manner. Provides continual evaluation of processes and procedures. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Responds to and resolves employee relations issues expressed by team members. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Addresses disciplinary and/or performance problems according to company policy. Respond to incoming calls and place outbound calls as directed while maintaining current client information and escalating priority issues as appropriate. Document all information in accordance with the standard operating procedures (SOP). Ensure compliance with all company procedures and guidelines; including, but not limited to, the code of business conduct and ethics. Stay current with the relevant guidelines and policies for account. Other duties as assigned.

What You Bring:

Matric / Grade 12 (essential) High level proficiency in English as a first language 3 years related experience Proven work experience as a team leader or supervisor In-depth knowledge of performance metrics Excellent communication and leadership skills Organizational and time-management skills Decision-making skills Ability to provide exceptional client service using various methods of communication. Ability to work independently or as part of a team. Skilled in problem-solving and critical thinking. Ability to maintain confidentiality and exercise discretion and good judgment. Proficiency with technology, including computers, software applications, and phone systems. Proficiency in Microsoft Office, specifically Word, Outlook, and Excel Ability to work night shift hours and commence December/January

What We Offer:

Competitive remuneration package Comprehensive training and professional development opportunities A stable, structured, and supportive work environment

Location:

This is an

on-site position

based at our Durban- Mount Edgecombe Offices.

Why Join Us?

A people-first company culture A modern and collaborative workspace Career development opportunities

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.

As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider--we're a partner in driving real results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people--it's in our DNA.


Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed--they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.


Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ

Location:

This is an

on-site position

based at our Durban- Mount Edgecombe Offices.

Why Join Us?

A people-first company culture A modern and collaborative workspace Career development opportunities

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.

As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider--we're a partner in driving real results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people--it's in our DNA.


Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed--they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.


Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ