how2apply

Call Centre Team Leader (Inbound Sales)

How2Apply Talent Network

Pinetown, KwaZulu-Natal

Full-time

Posted 6 hours ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an insurance contact centre in Pinetown. You don't need to be the loudest person in the room, just the one others can count on.

This post is in Pinetown (KwaZulu-Natal). Please only apply if you can travel there daily. Start is planned for the beginning of next month.

What you'll actually do

Listen to call recordings and score them on the quality form.
Run morning huddles and share yesterday's stats with your team.
Give one-on-one feedback with a clear action and a follow-up date.
Build rosters and forecast call volumes in the workforce tool.
Watch real-time queues and move agents between skills when volumes spike.
Take escalated calls that agents cannot resolve.
Resolve formal complaints and draft replies for the ombud when needed.

What you need

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

Nice if you have

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

What you get

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

How to apply for this job

Make sure the role, the hours and working in Pinetown 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 7 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Pinetown.

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.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").