Call Centre Team Leader (Inbound Sales) – Permanent

At this medical scheme call centre in eMalahleni, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

This post is eMalahleni-based, with most of your time spent at a medical scheme call centre. You'll start with a short induction before working on your own.

• Watch real-time queues and move agents between skills when volumes spike.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").