Head of Call Centre & Lead Conversion

I Grow Wealth Investments; Durbanville; On-site; ZAR 360,000 - 600,000; Full time

Job summary

I Grow Wealth Investments in Durbanville is seeking a seasoned call centre supervisor to lead a fast-paced team and drive high-performance service delivery. The role focuses on inbound/outbound calls, coaching, and KPI achievement within a property/sales context.

You will manage rostering, coach agents, and improve lead conversion across marketing, viewing, and leases, while ensuring data accuracy in Zoho CRM and compliance with POPIA guidelines.

Qualifications

• Formal qualification in business/communications or related field.
• Minimum 5 years in a call centre with 2+ years in supervision.
• Experience managing a team of agents and driving KPIs.
• Experience with CRM data, reporting and conversions.
• Exposure to property or fast-paced sales environments.

Responsibilities

• Lead and coach a team of inbound/outbound call centre agents.
• Set and monitor KPIs for lead engagement, follow-ups and conversion.
• Manage staff rosters and coverage during peak periods.
• Analyze call quality and provide coaching to improve performance.
• Ensure CRM data integrity and cross-department collaboration.

Skills

Team Leadership

KPI Management

CRM Data

Zoho CRM

Call Centre

Communication Skills

Education

National Diploma or Degree in Business Administration, Communications, Sales/Marketing, or related field

Tools

Zoho CRM

Dialers

IVR

Job description

I Grow Wealth Investments in Durbanville is seeking a seasoned call centre supervisor to lead a fast-paced team and drive high-performance service delivery. The role focuses on inbound/outbound calls, coaching, and KPI achievement within a property/sales context.

You will manage rostering, coach agents, and improve lead conversion across marketing, viewing, and leases, while ensuring data accuracy in Zoho CRM and compliance with POPIA guidelines.