Call Centre Team Leader (Inbound Sales) – Experienced

At this medical scheme call centre in Mbombela, you'll turn call data into better service. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Mbombela; early starts mean public transport timing matters, so check your route before applying.

• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.

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

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

• Laptop and data for remote reporting days
• Management development programme
• 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").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.