Call Centre Team Leader (Inbound Sales)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Isando. It's the kind of job where doing the basics well every day gets you noticed.

The site is in Isando; early starts mean public transport timing matters, so check your route before applying. Weekend work is on a roster, so you won't be on every weekend.

• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.

• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports
• Flexible for shift cover across the week

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course
• A coaching or facilitation certificate

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• 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").