Call Centre Team Leader (Inbound Sales)

At this medical scheme call centre in Coega, you'll turn call data into better service. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

This post is Coega-based, with most of your time spent at a medical scheme call centre. Start date: as soon as possible for the right person.

• Listen to call recordings and score them on the quality form.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.

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

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

• 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.