FNB Call Centre Team Leader Vacancy – Cape Town

FNB is inviting applications for a Call Centre Team Leader position based in Cape Town. The successful candidate will lead a team of call centre agents, drive sales and service performance, manage customer relationships and ensure that agreed business and customer satisfaction targets are achieved.

Job Details

Company: FNB / DirectAxis
Job Title: Call Centre Team Leader
Reference Number: R53164
Location: Cape Town, Western Cape
Job Type: Full-time
Closing Date: 29 September 2026

About the Role

The Call Centre Team Leader will be responsible for managing and developing a team of agents while ensuring efficient call centre operations. The role combines customer service, sales, team leadership and performance management.

The successful candidate will also be expected to drive sales of appropriate banking products, improve customer experience and ensure compliance with relevant governance and legislative requirements.

Key Responsibilities

• Lead a team of call centre agents and ensure performance targets are achieved.
• Drive sales and profitability while managing costs effectively.
• Deliver exceptional customer service through proactive and appropriate solutions.
• Manage customer and staff complaints, including escalated matters.
• Maintain expert knowledge of products, pricing, application procedures and processing timelines.
• Drive improvements in campaign performance and customer experience.
• Contact prospective clients and sell suitable banking products.
• Monitor call centre productivity, efficiency and performance.
• Ensure agreed call control, call quality and call protocol standards are achieved.
• Analyse calls to improve customer satisfaction and service delivery.
• Prepare and maintain required reports and administrative information.
• Ensure compliance with governance, legislative and audit requirements.
• Manage team performance, skills development, talent and culture.
• Manage own development and continuously improve competencies.

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Minimum Requirements

Applicants must have:

• 4–5 years’ experience in a Client Services and/or Call Centre environment.
• Experience in team leadership and people management.
• NQF Level 6 qualification – essential.
• FAIS-recognised qualification – essential.
• At least 12 months’ experience operating under FAIS Categories 1.1 and 1.22 – essential.

Additional Requirement

In accordance with the National Credit Act (NCA), candidates applying for this position will be required to undergo a credit record check.

Employment Equity

Appointments will be made in line with the FirstRand Group’s Employment Equity plan. FNB also supports the recruitment and advancement of individuals with disabilities.

How to Apply

Interested candidates should submit their application through the official FNB careers platform before the closing date.

Closing Date: 29 September 2026