Call Centre Team Leader (Inbound Sales)

At this e-commerce support hub in Paarl, you'll turn call data into better service. It's the kind of job where doing the basics well every day gets you noticed.

You'll be based at an e-commerce support hub in Paarl. Living nearby, or on a taxi route to it, really helps. Start is planned for the beginning of next month.

• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.

• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• 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

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

• 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").