Call Centre Team Leader (Inbound Sales) – Fixed-Term

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Soweto. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Soweto; early starts mean public transport timing matters, so check your route before applying.

• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• 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.
• Report weekly on service level, AHT, CSAT and attrition.

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

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

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

• 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.