Call Centre and Processing Team Lead

About the role

The Call Centre and Processing Team Lead oversees a combined customer service and online payment processing team, ensuring professional, compliant, and high‑quality interactions across all contact channels while managing payment operations, anti‑fraud controls, and regulatory compliance.

Key responsibilities

• Lead, coach, and develop Customer Service and Payment Processing agents.
• Manage daily operations: shift scheduling, workload allocation, briefings, and handovers.
• Monitor attendance, performance, productivity, and policy adherence.
• Handle complex complaints, disputes, and escalated enquiries.
• Drive first‑contact resolution, customer satisfaction, and service standards.
• Supervise payment processing activities, including deposits, withdrawals, and transaction monitoring.
• Oversee KYC, AML, fraud prevention, and payment verification processes.
• Maintain fraud risk registers, internal controls, and mitigation strategies.
• Ensure compliance with FIC/AML, POPIA, Responsible Gaming, Consumer Protection, and internal governance.
• Monitor operational performance against SLAs, KPIs, and quality standards.
• Coordinate projects, recommend process improvements, and drive continuous improvement initiatives.

Required profile

• Proven ability to lead, coach, mentor, and develop high‑performing teams.
• Strong planning, delegation, and performance‑management skills.
• Excellent communication and problem‑solving abilities.
• Experience in customer service environments and payment processing operations.
• Knowledge of anti‑fraud, KYC, AML, and regulatory compliance frameworks.

Required skills