Call Centre Team Leader (Inbound Sales)

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Epping. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Location: Epping, Western Cape. Applicants who already live in the area get looked at first. Shifts rotate, so you'll need to be flexible about days and nights.

• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• 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.
• Take escalated calls that agents cannot resolve.

• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Flexible for shift cover across the week

• Workforce tools such as NICE, Verint or Genesys
• 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").