Contact Centre Team Leader at Metropolitan Lesotho

Lintlha

Contact Centre Team Leader

Company: Metropolitan Lesotho

Location: Maseru, Lesotho

Position Type: Permanent

Role Family: Client Services

Cluster: International

Remote Opportunity: Some of the time

Reference Number: MMH261028-5

Closing Date: 20 November 2026

Introduction

An opportunity exists to be part of a high-performance culture that drives impact!

Metropolitan Lesotho, a subsidiary of Momentum Group, a company registered on the Johannesburg Stock Exchange, is looking for a dynamic and self-motivated individual to fill the position of Contact Centre Team Leader, based in Maseru.

The successful candidate will report directly to the Contact Centre Manager.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on the company’s official careers page.

Role Purpose

The Contact Centre Team Leader is responsible for leading, coaching, and motivating a team of Contact Centre Consultants to deliver exceptional customer service, achieve operational targets, and support business objectives.

This entails effectively managing day-to-day customer interactions, ensuring adherence to service standards, productivity goals, and regulatory requirements, while fostering a high-performance and customer-centric culture.

Requirements

Qualification

Bachelor’s degree in Business Management or a related field.

Experience

At least 3 years’ experience in a Contact Centre role, with some formal or informal leadership or supervisory background.

Duties and Responsibilities

Lead and manage a team of Contact Centre Agents to achieve service level targets, quality standards, and operational KPIs.

Monitor team performance, including service levels, customer satisfaction, quality assurance, productivity, and first-contact resolution.

Coach, mentor, and develop team members through regular feedback, performance reviews, and improvement plans.

Manage complex customer queries, complaints, and escalations, ensuring timely and effective resolution.

Drive a culture of customer excellence by continuously improving service delivery and customer experience.

Ensure compliance with company policies, operating procedures, regulatory requirements, and quality standards.

Conduct quality monitoring and performance evaluations, identifying trends and implementing corrective actions where required.

Analyse operational and customer interaction data to identify improvement opportunities and enhance team performance.

Prepare and present performance, quality, and operational reports to management.

Collaborate with internal stakeholders to resolve customer issues and support business initiatives.

Foster a positive, high-performance team culture that promotes engagement, learning, accountability, and continuous improvement.

Contribute to process improvement, operational efficiency, risk management, and cost-effectiveness initiatives.

Competencies

Business Acumen

Client/Stakeholder Commitment

Drive for Results

Leads Change and Innovation

Collaboration

Empathy and Customer-Centricity

How to Apply

Interested applicants should verify the vacancy and submit their applications through the official Metropolitan careers page.

Reference Number: MMH261028-5

Closing Date: 20 November 2026

Apply here!