how2apply

Call Centre Team Leader (Inbound Sales) – Permanent

How2Apply Talent Network

Krugersdorp, Gauteng

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R20 000 – R26 250/month

Apply for this job

Job Description

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub 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 an e-commerce support hub. Start is planned for the beginning of next month.

What your day looks like

Build rosters and forecast call volumes in the workforce tool.
Manage absenteeism and hold return-to-work chats.
Listen to call recordings and score them on the quality form.
Take escalated calls that agents cannot resolve.
Resolve formal complaints and draft replies for the ombud when needed.
Watch real-time queues and move agents between skills when volumes spike.

You'll need

At least 2 years as an agent and 1 year coaching or supervising
Strong Excel: pivot tables, VLOOKUP and simple charts
You can give tough feedback kindly and follow through
Written English good enough for client reports
Matric, with a relevant diploma an advantage

Nice if you have

Labour relations basics from a short course
Workforce tools such as NICE, Verint or Genesys

What you get

Laptop and data for remote reporting days
Management development programme
Medical aid and retirement fund contributions

Applying, step by step

Check you meet the must-haves first; recruiters filter on those before anything else.
Keep copies of these ready to send: a CV showing team size and results you managed plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 5 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Krugersdorp; 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.

How to stand out

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").