Overview
Senior Team Leader Jobs in Soweto at AMANDLA / Safe-Hub
Senior Team Leader
TYPE: Fixed term (18 months)
ENTITY: AMANDLA
LOCATION: DLAB Jabulani
SALARY: CTC Market Related
START DATE: Immediate
THE ORGANISATION
AMANDLA is a globally award-winning social enterprise with over a decade of experience in the development sector,specialising in infrastructure, youth and community development and sport for development. We have offices in CapeTown, Johannesburg (South Africa), Berlin (Germany) and Philadelphia (USA).
Our award winning Safe-Hub model forms an integral part of the DLabs, enabling a holistic approach and multi- agency platform to community and youth development. Our diverse team is looking for ambitious and energetic professionals who do not shun challenges and are eager to realise their potential to change lives.
We are currently rolling out the Safe-Hub model nationwide as well as working on other exciting projects. We seek to partner with young, dynamic professionals who share our passion and vision – a world where all young people access equal opportunities, strive to realise their full potential and dare to dream.
JOB SCOPE
The Senior Team Lead holds overall operational accountability for the Youth Support Contact Centre at Jabulani Safe-Hub. You are the highest operational authority on the floor — responsible for site performance, the Operational Team Leaders who report to you, escalation resolution, funder-facing operational reporting, and the Week 5 cohort transition process.
Responsibilities include:
✓ Oversee all contact centre site operations, shift performance, and floor management across all shifts
✓ Manage weekly rosters, staffing readiness, talent pool activation, and operational continuity
✓ Lead and support Operational Team Leaders through coaching, performance management, and quality oversight
✓ Serve as the senior escalation point for operational, safeguarding, and service-critical incidents
✓ Support recruitment, onboarding, and cohort readiness, including final sign-off for agent deployment
✓ Ensure accurate operational reporting, compliance, and stakeholder/funder accountability
✓ Drive performance culture through structured improvement plans, QA calibration, and leadership development
✓ Oversee employee wellbeing, fatigue management, and safeguarding processes across the operation
CORE COMPETENCIES, ESSENTIAL QUALIFICATIONS and PREFERENCES
Educational:
✓ Matric / NQF Level 4 minimum (Required)
✓ A relevant diploma or degree (advantageous)
✓ 1Stream telephony or equivalent; CRM, and case management systems
✓ Computer Literacy – MS Office
Experience and Skills:
✓ Minimum 2 years managing contact centre teams of 10 or more agents (Required)
✓ Track record of achieving QA ≥90% and CSAT ≥85%; experience creating and managing SIPs; data-led coaching
approach.
✓ Experience in working with Power BI or equivalent dashboard tools.
✓ Proven experience managing shift rotations, hybrid teams, and new agent onboarding simultaneously.
✓ Able to work flexible hours.
✓ Customer service.
Personal Attributes:
✓ Demonstrates professional and
personal ethics without question
✓ Earns team trust
✓ Takes difficult decisions transparently
and fairly.
✓ Leads with empathy; attuned to the emotional
dynamics of a peer support environment.
✓ Able to support TLs who may carry vicarious stress
from their agent layer Leads with empathy and is
responsive to the emotional state of agents,
particularly those who may carry vicarious stress
from caller disclosures
APPLICATION
To apply please submit your Curriculum Vitae at [email protected]. Please give your email the subject:
“MAY26_YOUR NAME_STL_JAB".
Regrettably, we are unable to contact all applicants. If you have not heard from us within 2 weeks of the closing date, please consider your application unsuccessful.
Work Location: In person
Title: Senior Team Leader
Company: AMANDLA / Safe-Hub
Location: Soweto
