Call Centre Team Leader (Inbound Sales)

Great agents need great coaching, and this offshore outsourcing centre in Richards Bay wants you to provide it. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at an offshore outsourcing centre in Richards Bay. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.

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

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.