Call Centre Team Leader (Inbound Sales)

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Johannesburg CBD. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Johannesburg CBD. Relocation is not covered for this one. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

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

• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• Written English good enough for client reports

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• 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.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.