Job Description

Description

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.

ABOUT THIS ROLE

We are looking for dynamic and motivated Team Lead to join our expanding team in Johannesburg, South Africa.

The Team Lead is responsible for overseeing and supporting a team of Telesales Representatives, ensuring performance metrics are met, processes are followed, and client interactions are handled efficiently.



This role includes monitoring team activity, tracking key performance indicators (KPIs), coaching team members, and facilitating collaboration with Client Services Account Managers.



The Team Lead will also conduct regular performance check-ins, track trade and conversion data, ensure accurate documentation in Zendesk and Retool, and oversee the handoff of larger trades to Account Managers. This role serves as the first level of escalation for client concerns, with further escalations directed to the Head of Client Services

Our principles

COMMITMENT

- is the first step in our journey toward a best-in-class foreign exchange and cross-border payments experience.

ACCOUNTABILITY

- turning our words into action by holding ourselves accountable.

RESPECT -

is an act of humility, grounded in giving rather than receiving, fostering a respectful environment, which starts with leading by example.

EVOLUTION -

each day is a chance to grow, to adapt and to push our boundaries, starting every day with the drive to evolve, renew and rise to the next level.

ROLES & RESPONSIBILITIES

Supervisory & Leadership Responsibilities

Oversee the Telesales Representatives team in Johannesburg Monitor daily activity and team performance, ensuring all associates are effectively managing their leads and opportunities Ensure that all interactions, follow-ups, and transactions are logged correctly in Zendesk and Retool Act as the first level of escalation for client concerns, providing guidance before further escalation

Performance & Metrics Management

Track and report KPIs, including trade count, call volume, response time, and conversion rates Conduct regular performance reviews with Telesales Representatives, identifying areas for improvement Analyze conversion data and trends, sharing insights and recommendations with the Head of Client Services

Coaching & Development

Develop and implement a structured coaching plan to enhance team performance Conduct monthly performance check-ins to review trade activity, lead follow-up efficiency, and individual progress Provide ongoing training and mentorship to ensure team members continue to improve their client engagement and sales techniques

Collaboration & Cross-Team Communication

Facilitate regular sync meetings between Telesales Representatives and Client Services Account Managers to ensure smooth trade handoffs Monitor and refine the process for escalating larger trades to Account Managers Ensure that all team members follow best practices for handling inbound and outbound leads

Compliance & Process Adherence

Ensure Telesales Representatives follow all company processes and policies correctly Conduct spot-checks in Zendesk and Retool to ensure proper documentation and timely lead follow-ups Identify and escalate process compliance issues to the Head of Client Services if necessary

POSITION REQUIREMENTS

Strong leadership and coaching abilities, with experience managing high-performing teams Excellent communication and problem-solving skills, with the ability to handle escalations effectively Ability to track and analyze performance metrics, ensuring the team meets trade and conversion goals Experience with Zendesk or Retool is desirable Fluent in English (mandatory) Additional European languages are desirable Prior experience in client services, sales, or financial services is preferred

PERKS & BENEFITS

Life Insurance, Pension Scheme & Medical Aid Allowance Free Office Lunch


We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.



At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions.



If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com.



The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.