Collinson is a global, privately‑owned company with over 1,100 employees across 20+ locations worldwide . We are dedicated to helping our clients acquire, retain, and optimise customer relationships through world‑class products and services, including Priority Pass (the world’s largest independent airport lounge access programme with 1,300+ lounges globally) and Columbus Insurance , a leading travel insurance specialist. We are currently looking for a Team Leader to join our Contact Centre Operations team. About the Role Reporting to the Junior Operations Manager , the Team Leader will be responsible for managing, motivating, and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded. This role requires a confident people leader who thrives in a fast‑paced, 24/7 environment and can remain calm, focused, and adaptable under pressure. Key Responsibilities Actively manage and support agents through regular feedback, coaching, and performance management Oversee day‑to‑day operational performance of the assigned team Ensure all KPIs, quality standards, and client SLAs are achieved Manage adherence, attendance, and scheduling within the team Handle escalations, customer complaints, and operational interruptions Conduct 1:1 performance and development sessions (PEPs) Work closely with Performance Coaches to support agent development Compile, analyse, and report on operational data and performance metrics Maintain consistent communication within the team and across departments Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct Ensure full compliance with company policies, procedures, and quality standards Skills, Experience & Attributes Managerial Diploma or Degree (advantageous) Strong knowledge of customer service and contact centre operations Proven people management and coaching experience Advanced computer literacy and strong data analysis skills #J-18808-Ljbffr