Call Centre Team Leader (Inbound Sales)

Great agents need great coaching, and this medical scheme call centre in Midrand wants you to provide it. If you like clear targets and knowing where you stand, this is for you.

You'll report in Midrand. Relocation is not covered for this one. There's a probation period of three months before the contract is confirmed.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.

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

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

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

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