Call Centre Team Leader (Inbound Sales)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Ballito. It's the kind of job where doing the basics well every day gets you noticed.

The work is in Ballito, KwaZulu-Natal, so you'll need a reliable way to get there every day. There's a probation period of three months before the contract is confirmed.

• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Run morning huddles and share yesterday's stats with your team.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Written English good enough for client reports

• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

• Management development programme
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").