how2apply

Call Centre Team Leader (Inbound Sales)

How2Apply Talent Network

Cape Town CBD, Western Cape

Full-time

Posted 3 hours ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Cape Town CBD. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Home base is an offshore outsourcing centre on the Cape Town CBD side of Western Cape. Weekend work is on a roster, so you won't be on every weekend.

What you'll actually do

Report weekly on service level, AHT, CSAT and attrition.
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.
Watch real-time queues and move agents between skills when volumes spike.
Listen to call recordings and score them on the quality form.

Must-haves

Matric, with a relevant diploma an advantage
Written English good enough for client reports
Know your way around contact centre metrics
Flexible for shift cover across the week

Extra points for

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

What you get

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

How to apply for this job

Check you meet the must-haves first; recruiters filter on those before anything else.
Keep copies of these ready to send: certified copy of your smart ID card or green ID book, your highest qualification plus a CV showing team size and results you managed.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 7 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Cape Town CBD.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Tips to get shortlisted

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").