how2apply

Call Centre Team Leader (Inbound Sales) – Immediate Start

How2Apply Talent Network

Newcastle, KwaZulu-Natal

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R21 250 – R27 000/month

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Job Description

Great agents need great coaching, and this offshore outsourcing centre in Newcastle wants you to provide it. Expect to be trusted with real work from your first week.

The work is in Newcastle, KwaZulu-Natal, so you'll need a reliable way to get there every day.

The work, day to day

Watch real-time queues and move agents between skills when volumes spike.
Keep disciplinary records fair and in line with the BCEA and company code.
Give one-on-one feedback with a clear action and a follow-up date.
Listen to call recordings and score them on the quality form.
Run morning huddles and share yesterday's stats with your team.
Build rosters and forecast call volumes in the workforce tool.

Must-haves

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

Helpful, not essential

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

What you get

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed plus your highest qualification.
Fill in the short form below with your name and a phone number you actually answer.
Watch for a call or WhatsApp from How2Apply over the next 8 working days.

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

Tips to get shortlisted

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