Call Centre Team Leader (Inbound Sales) – Experienced

This is the next step up from the phones: running numbers and people at a bank customer experience unit in George. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Location: George, 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.

• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.

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

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

• 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").