Key Responsibilities Staff and Team Management Supervise and lead night shift staff while ensuring adherence to company policies and proceduresAssign duties to employees based on roles, skills, and operational needsTrain new and existing staff through monitoring the completion of training modules and development activitiesMonitor staff performance, provide feedback, and address employee concerns or disciplinary matters in line with company policiesEnsure service level standards are met by monitoring call and enquiry completion within required timeframesMonitor customer satisfaction levels relating to the teams service deliveryAddress staff requests and manage workplace conflicts effectivelyConduct team meetings and communicate performance expectations and operational goals clearlyOperations and SecurityMaintain a safe and secure working environment for all employeesOversee night operations to ensure efficiency and client satisfactionMonitor equipment used during night shift and report any accidents or faulty equipment to managementEnsure compliance with health, safety, and employment regulationsIncident and Problem ResolutionRespond to emergencies, incidents, or disturbances during night operationsAct as the primary point of contact for troubleshooting and resolving operational issuesHandle escalated customer queries and complaints professionally and efficientlyReporting and AdministrationGenerate reports on team performance, key metrics, and incidents occurring during the shiftMaintain accurate logs and records of incidents, accidents, and operational mattersCommunicate key updates and issues to day management teams to ensure smooth handovers between shiftsMinimum RequirementsPrevious Team Leader / Supervisory experienceStrong leadership and people management skillsExcellent communication and conflict resolution abilitiesAbility to work night shiftsStrong organizational and problem-solving skillsComputer literacyAdvantageousExperience in a call centre or operational environmentExperience managing service levels and performance metricsAdvantageous 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