Call Centre Team Leader (Inbound Sales)

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in George. You don't need to be the loudest person in the room, just the one others can count on.

Location: George, Western Cape. Applicants who already live in the area get looked at first.

• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.

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

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.