how2apply

Call Centre Team Leader (Inbound Sales)

How2Apply Talent Network

Johannesburg CBD, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Johannesburg CBD. If you turn up on time and finish what you start, you'll fit in quickly.

Home base is an e-commerce support hub on the Johannesburg CBD side of Gauteng. The first two weeks are spent shadowing someone experienced.

The work, day to day

Run morning huddles and share yesterday's stats with your team.
Give one-on-one feedback with a clear action and a follow-up date.
Build rosters and forecast call volumes in the workforce tool.
Watch real-time queues and move agents between skills when volumes spike.
Listen to call recordings and score them on the quality form.
Keep disciplinary records fair and in line with the BCEA and company code.

You'll need

Strong Excel: pivot tables, VLOOKUP and simple charts
Flexible for shift cover across the week
At least 2 years as an agent and 1 year coaching or supervising
Written English good enough for client reports

Helpful, not essential

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

What you get

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

How to apply

Check you meet the must-haves first; recruiters filter on those before anything else.
Keep copies of these ready to send: certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
Send your details with the form below. Add one or two lines about similar work you've done.
If you're shortlisted you'll hear from us within 7 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Johannesburg CBD; applications go into our talent pool and shortlisted candidates are introduced directly.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Tips to get shortlisted

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