Call Centre Team Leader (Inbound Sales) – Fixed-Term

At this e-commerce support hub in Bellville, you'll turn call data into better service. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Bellville; early starts mean public transport timing matters, so check your route before applying.

• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.

• Written English good enough for client reports
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• 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

• Labour relations basics from a short course
• A coaching or facilitation certificate

• Laptop and data for remote reporting days
• Team performance bonus paid quarterly
• Management development programme

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.