Call Centre Team Leader (Inbound Sales)

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

Home base is a medical scheme call centre on the Tembisa side of Gauteng. The first two weeks are spent shadowing someone experienced.

• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure

• Laptop and data for remote reporting days
• Team performance bonus paid quarterly
• Management development programme

• 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.