Call Center Team Lead

Bongo Credit is a new, NCR registered consumer finance business being established in South Africa, backed by the experience of an international financial services group. Bongo Credit is part of Eleving Consumer Finance group – an international fintech driving financial inclusion in underserved markets. We operate across 7 countries in the Balkans and Southern Africa, including Moldova, North Macedonia, Albania, Namibia, Botswana, South Africa, and Lesotho.

As we expand nationally, we're building a branch network that promotes financial inclusion by providing responsible, accessible lending, transparency, and outstanding customer service.

• Lead, coach, and motivate a team of telesales call centre agents to meet performance targets

• Monitor KPIs and analyse performance to drive continuous improvement

• Manage team schedules to ensure optimal coverage and efficiency

• Ensure high-quality customer service across all communication channels

• Handle escalations and resolve customer complaints professionally

• Conduct regular performance reviews, coaching sessions, and team meetings

• Support onboarding, training, and development of new team members

• Ensure adherence to company policies, procedures, and regulatory requirements

• Work closely with management to improve processes and customer experience

• Minimum 2 years’ experience in a call centre environment in a Team Lead or Team Manager role

• Previous experience in financial services / insurance / lending is advantageous

• Tertiary qualification in sales/ marketing/ finance and/or related field is advantageous

• Hands-on experience with call quality monitoring (QA), one-on-one coaching methodologies, leading performance improvement processes, and conducting disciplinary conversations

• A strong understanding of KPIs and call centre performance metrics, with a proven ability to interpret KPI data and translate it into concrete actions that drive results

• Demonstrated ability to lead a team through change - new products, scripts, pricing adjustments, regulatory updates, etc - without disrupting performance

• Excellent communication and interpersonal skills

• Strong analytical and problem-solving abilities

• Proficiency in MS Office (Excel, Word, PowerPoint)

• Ability to work in a fast-paced, target-driven environment

• Shared Success, "We Win Together" – a culture built on collaboration, trust, and achieving ambitious goals together

• International exposure through collaboration with colleagues and markets across Europe and Africa

• Meaningful work that contributes to financial inclusion and creates positive impact in the communities we serve

• Opportunities to influence change, drive improvements, and see your contributions translate into real business results

• Continuous learning and tailored development opportunities to support your professional growth

• A diverse and inclusive workplace where different perspectives are valued and encouraged

• Employee benefits tailored to role specifics

• Flexible and supportive work environment that promotes a healthy work-life balance

• Competitive salary, complemented by result-oriented bonus opportunities