Call Centre Team Leader (Inbound Sales)

At this medical scheme call centre in Vanderbijlpark, you'll turn call data into better service. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is in Vanderbijlpark (Gauteng). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

• 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.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.

• Flexible for shift cover across the week
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• 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

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

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

• 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.