Call Centre Team Leader (Inbound Sales)

At this bank customer experience unit in Prospecton, you'll turn call data into better service. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll report in Prospecton. Relocation is not covered for this one. Start date: as soon as possible for the right person.

• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.

• Written English good enough for client reports
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.