how2apply

Call Centre Team Leader (Inbound Sales)

How2Apply Talent Network

Springs, Gauteng

Full-time

Posted 2 hours ago

Full-time Customer Service & Call Centre

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Springs. This is a good step for someone who wants proper routine and a manager who notices good work.

Home base is an e-commerce support hub on the Springs side of Gauteng. Start date: as soon as possible for the right person.

What your day looks like

Report weekly on service level, AHT, CSAT and attrition.
Manage absenteeism and hold return-to-work chats.
Run morning huddles and share yesterday's stats with your team.
Listen to call recordings and score them on the quality form.
Resolve formal complaints and draft replies for the ombud when needed.
Keep disciplinary records fair and in line with the BCEA and company code.

What you need

At least 2 years as an agent and 1 year coaching or supervising
Flexible for shift cover across the week
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts

On offer

Team performance bonus paid quarterly
Medical aid and retirement fund contributions
Management development programme

How to apply

Make sure the role, the hours and working in Springs really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification, certified copy of your smart ID card or green ID book plus two references, including a former manager.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 8 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Springs.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

How to stand out

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").