Call Centre Team Leader (Inbound Sales)

Great agents need great coaching, and this bank customer experience unit in Soweto wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Soweto-based, with most of your time spent at a bank customer experience unit. You'll start with a short induction before working on your own.

• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.

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

• A coaching or facilitation certificate
• Labour relations basics from a short course

• 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").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.