Call Centre Team Leader (Inbound Sales)

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Pretoria East. People who do well here are steady, honest and not scared to ask when something is unclear.

The site is in Pretoria East; early starts mean public transport timing matters, so check your route before applying.

• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.

• Know your way around contact centre metrics
• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

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