Call Centre Team Leader (Inbound Sales)

At this bank customer experience unit in Atlantis, you'll turn call data into better service. If you like clear targets and knowing where you stand, this is for you.

You'll be based at a bank customer experience unit in Atlantis. Living nearby, or on a taxi route to it, really helps.

• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• Management development programme
• Medical aid and retirement fund contributions

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