Call Centre Team Leader

The purpose of this Call Centre Team Leader role is to participate in ongoing training and coaching sessions to improve product knowledge and make outbound calls to customers.

You will be based at the Bellville operation in Western Cape. Respect, reliability, and a positive attitude define the workplace. Day to day, you will collaborate with colleagues who take real pride in their work. Good work does not go unnoticed, and progression follows performance. If you tick the boxes below, we want to hear from you.

• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.

• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.