Call Centre Team Leader (Inbound Sales)

This is the next step up from the phones: running numbers and people at an insurance contact centre in Pietermaritzburg. It's the kind of job where doing the basics well every day gets you noticed.

This post is Pietermaritzburg-based, with most of your time spent at an insurance contact centre. Overtime comes up in peak season and is paid.

• 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.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics

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

• 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").