how2apply

Call Centre Team Leader (Inbound Sales) – Immediate Start

How2Apply Talent Network

Midrand, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R18 750 – R24 250/month

Apply for this job

Job Description

At this medical scheme call centre in Midrand, you'll turn call data into better service. You'll work with a small crew, so being easy to work with matters as much as skill.

The site is in Midrand; early starts mean public transport timing matters, so check your route before applying. Start is planned for the beginning of next month.

What you'll actually do

Take escalated calls that agents cannot resolve.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Run morning huddles and share yesterday's stats with your team.
Resolve formal complaints and draft replies for the ombud when needed.
Watch real-time queues and move agents between skills when volumes spike.

What you need

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

Nice if you have

A coaching or facilitation certificate
COPC or similar contact centre standards exposure
Workforce tools such as NICE, Verint or Genesys

What you get

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

How to apply

Make sure the role, the hours and working in Midrand really suit you before you apply.
Keep copies of these ready to send: a CV showing team size and results you managed plus certified copy of your smart ID card or green ID book.
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 6 working days, usually by phone.

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

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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.