Call Centre Team Leader (Inbound Sales)

At this insurance contact centre in Fourways, you'll turn call data into better service. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is Fourways-based, with most of your time spent at an insurance contact centre.

• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.

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

• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").