Call Centre Team Leader (Inbound Sales)

Great agents need great coaching, and this insurance contact centre in Sasolburg wants you to provide it. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll report in Sasolburg. Relocation is not covered for this one. Weekend work is on a roster, so you won't be on every weekend.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.

• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

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

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