Key Responsibilities Staff and Team Management: Supervise and lead night shift staff while ensuring adherence to company policies and procedures. Assign duties to employees based on roles, skills, and operational needs. Train new and existing staff through monitoring the completion of training modules and development activities. Monitor staff performance, provide feedback, and address employee concerns or disciplinary matters in line with company policies. Ensure service level standards are met by monitoring call and enquiry completion within required timeframes. Monitor customer satisfaction levels relating to the team’s service delivery. Address staff requests and manage workplace conflicts effectively. Conduct team meetings and communicate performance expectations and operational goals clearly. Operations and Security: Maintain a safe and secure working environment for all employees. Oversee night operations to ensure efficiency and client satisfaction. Monitor equipment used during night shift and report any accidents or faulty equipment to management. Ensure compliance with health, safety, and employment regulations. Incident and Problem Resolution: Respond to emergencies, incidents, or disturbances during night operations. Act as the primary point of contact for troubleshooting and resolving operational issues. Handle escalated customer queries and complaints professionally and efficiently. Reporting and Administration: Generate reports on team performance, key metrics, and incidents occurring during the shift. Maintain accurate logs and records of incidents, accidents, and operational matters. Communicate key updates and issues to day management teams to ensure smooth handovers between shifts. Minimum Requirements Previous Team Leader / Supervisory experience. Strong leadership and people management skills. Excellent communication and conflict resolution abilities. Ability to work night shifts. Strong organizational and problem-solving skills. Computer literacy. Advantageous Experience in a call centre or operational environment. Experience managing service levels and performance metrics. Experience working in a BPO. Offices based in Century City, Cape Town. #J-18808-Ljbffr