how2apply

Call Centre Team Leader (Inbound Sales)

How2Apply Talent Network

Tembisa, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this medical scheme call centre in Tembisa wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

You'll be based at a medical scheme call centre in Tembisa. Living nearby, or on a taxi route to it, really helps. The first two weeks are spent shadowing someone experienced.

The work, day to day

Report weekly on service level, AHT, CSAT and attrition.
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.
Watch real-time queues and move agents between skills when volumes spike.
Keep disciplinary records fair and in line with the BCEA and company code.

You'll need

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

Nice if you have

Workforce tools such as NICE, Verint or Genesys
COPC or similar contact centre standards exposure

What you get

Management development programme
Medical aid and retirement fund contributions
Laptop and data for remote reporting days

How to apply for this job

Make sure the role, the hours and working in Tembisa really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed 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.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 7 working days.

How2Apply recruits for this position on behalf of hiring employers around Tembisa; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

How to stand out

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.