Call Centre Team Leader (Inbound Sales)

At this medical scheme call centre in Umlazi, you'll turn call data into better service. This role rewards consistency more than flash.

Home base is a medical scheme call centre on the Umlazi side of KwaZulu-Natal.

• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Manage absenteeism and hold return-to-work chats.

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

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

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.