Call Centre Team Leader (Inbound Sales)

At this bank customer experience unit in Richards Bay, you'll turn call data into better service. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Richards Bay. Relocation is not covered for this one.

• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.

• Flexible for shift cover across the week
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through

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

• Management development programme
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• 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.