Call Centre Team Leader (Inbound Sales) – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Boksburg. It's a practical job: you'll see what you got done before you go home.

The work is in Boksburg, Gauteng, so you'll need a reliable way to get there every day.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.

• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• 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

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

• 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.