Team Leader: Telephony

Join Us in Becoming the Best Bank in the World!!

To lead a team of experienced Telephony Engineers, prioritising and overseeing day-to-day operations to ensure the successful delivery of telephony solutions based on business requirements. The role demands a strong focus on maintaining system uptime and reliability across multiple sites, enforcing best practices, and managing team performance. The Team Lead will also coordinate with internal stakeholders and third-party providers to ensure seamless integration and support of telephony infrastructure, including Amazon Connect and MS Teams Telephony.

Who We Are

We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable and delivered through personal experience. By helping our clients manage their financial lives better, we enable them to live better. 

Why Choose Us

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow. 

About The Role

We’re looking for an experienced Telephony Engineer Team Lead to head up our telephony operations across Bellville/Century City and Stellenbosch.
You’ll lead a team of skilled Telephony Engineers, prioritising and overseeing day-to-day operations to deliver reliable telephony solutions that support our Contact Centre and business needs.

Key to this role is ensuring system uptime and stability across multiple sites, enforcing best practices, and guiding the team’s performance. You will drive the successful implementation and operation of diallers, manage integrations with Amazon Connect and MS Teams Telephony, and collaborate closely with internal stakeholders and external providers to ensure seamless telephony services.

Our Ideal Candidate

• 7+ years’ operational experience in Telephony within a Contact Centre, with strong dialler implementation and operational expertise

• Background in Telephony Engineering (10+ years preferred) with exposure to telecoms infrastructure and bespoke configurations

• Demonstrated success in leading and developing technical teams in a high-pressure environment

• Hands-on experience supporting and optimising Amazon Connect and Microsoft Teams Telephony

• Strong operational management skills with a focus on system uptime, quality, and service delivery

• Ability to prioritise, plan and execute effectively while collaborating with internal stakeholders and third-party vendors

• Excellent problem-solving, leadership, and communication skills, with a client-centric mindset

Experience

• 6+ years in Telephony Engineering, with hands-on experience in dialers, telecoms infrastructure, and bespoke configurations.
• Proven experience in leading and managing technical teams.
• Demonstrated ability to prioritise tasks and lead in a fast-paced environment with tight deadlines.
• Experience working with third-party providers and vendors.
• Exposure to cloud-based telephony systems like Amazon Connect and MS Teams Telephony.

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

Knowledge

• Team leadership principles and practices
• Operational management and quality assurance
• Stakeholder and client engagement
• HR fundamentals and performance management
• Client service delivery models
• Basic data analytics and reporting
• Call centre environments and telephony systems
• Implementation and rollout strategies for telephony platforms

Skills

Conditions of Employment