CALL CENTRE TEAM LEADER

ADvTECH; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dynamic Call Centre Team Leader to enhance student acquisition through effective team management and sales strategies. In this pivotal role, you will lead a team of call centre agents, ensuring they achieve sales targets while providing exceptional customer service. You will implement training programs, monitor performance, and drive initiatives that foster a high-performance culture. This position offers a unique opportunity to make a significant impact on student enrolment and brand positioning within a supportive and growth-oriented environment.

Qualifications

• 3-5 years of sales experience in a target-driven environment.
• 1-2 years of supervisory experience in a call centre.

Responsibilities

• Lead and manage call centre agents to achieve sales targets.
• Implement training programs to improve service quality.
• Monitor customer satisfaction and drive student enrolment growth.

Skills

Sales Management

Customer Service

Team Leadership

Training and Development

Data Analysis

Education

National Diploma in Marketing

Certificate in Sales / Contact Call Centre Management

Tools

CRM Systems

Call Monitoring Tools

Job description

Job Location : Gauteng, Johannesburg Deadline : May 24, 2025 Quick Recommended Links

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Job Purpose :

• The call centre team leader is an integral part of ensuring successful student acquisition for all regions by leading and managing the call centre agents.
• The team leader is required to actively practice and promote the total marketing concept for the brand under the supervision of the Sales Manager.
• This includes providing training & retraining for new & existing call centre staff; and managing the sales targets of the call centre agents; and ensuring the agents effectively advise prospective students and promote courses correctly.
• The team leader is required to fill a supervisory role for approximately 80% of their time whilst the other 20% is still focused on sales activities such as prospective student consultations.

Duties & Responsibilities :

Ensuring a Student-Centric Environment & Culture

• Measure Customer Satifaction Scores (CSAT) and track improvements.
• Identify skills gaps affecting service quality and implement targeted training.
• Conduct regular customer experience surveys and implement feedback improvements.
• Develop and implement service excellence initiatives for call centre operaters.
• Ensure response and resolution times align with service level agreements (SLAs)

Student Number Growth & Brand Positioning

• Drive student enrolment growth by ensuring high-performing sales teams.
• Monitor and analyse sales trends to refine strategies.
• Ensure consistent team training.
• Implement a recognition and rewards program to boost motivation.
• Facilitate team-building initiatives to foster a high-performance culture.

Talent Development & Retention

• Assist Digital Specialist and Social Media Specialist to manage and report on campaigns.
• Conduct performance management training for team members.
• Ensure retention and development of high-calibre staff aligned with RC’s goals.
• Provide structured coaching and mentoring programs for team members.
• Implement a recognition and rewards program to boost motivation.
• Facilitate team-building initiatives to foster a high-performance culture.
• Oversee the digitisation of the campus telephone system for enhanced monitoring.
• Utilise data insights to track employee and operational performance.
• Implement call monitoring and feedback tools to improve service quality.
• Regularly assess CRM system efficiency and suggest improvements.
• Ensure seamless integration of data analytics into decision-making process.

Operational Efficiency & Compliance

• Ensure compliance with student data protection regulations.
• Improve call centre efficiency through best practices and process automation.
• Establish and maintain standard operating procedures (SOPs) for call handling.
• Monitor and reduce call abandonment rates.
• Enforce policies for handling complaints and escalations effectively.

Minimum Requirements :

Qualifications

Minimum

• National Diploma (NQF Level 6) qualification in Marketing, sales or similar

Advantageous

• Certificate in Sales / Contact Call Centre Management

Experience

Minimum

• 3-5 years Sales experience in a target driven environment.
• 1-2 years Supervisory experience
• Customer Service jobs

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Call Centre Team Leader • Johannesburg, ZA