Call Centre Team Leader (Inbound Sales)

At this e-commerce support hub in Umhlanga, you'll turn call data into better service. If you like clear targets and knowing where you stand, this is for you.

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

• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

• A coaching or facilitation certificate
• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.