Call Centre Team Leader (Inbound Sales) – Immediate Start

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Alberton. This role rewards consistency more than flash.

Location: Alberton, Gauteng. Applicants who already live in the area get looked at first. The first two weeks are spent shadowing someone experienced.

• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.