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 Krugersdorp. It's the kind of job where doing the basics well every day gets you noticed.

This post is Krugersdorp-based, with most of your time spent at a medical scheme call centre. Most weeks are 45 hours, in line with the BCEA.

• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.