Call Centre Team Leader (Inbound Sales)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Durban Central. It's a practical job: you'll see what you got done before you go home.

You'll report in Durban Central. Relocation is not covered for this one.

• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• Laptop and data for remote reporting days

• 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").