Call Centre Team Leader

Due to expansion, a busy contact centre in Bellville, Western Cape now has room for an additional Call Centre Team Leader.

The business is growing, and capable people grow with it. You will work alongside an experienced and supportive team in a professional setting. If this sounds like the right fit, we would love to hear from you.

Comprehensive product and systems training is provided before going live on the floor.

• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.

• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.