Call Center Sales and Service Team Leader at Badger Holdings (Pty) Ltd

Key Responsibilities

Team Support & Coordination.

• Assist with daily call center operations, scheduling, and shift management.
• Ensure compliance with leave and payroll procedures.
• Act as the first point of contact for agent queries and basic escalations.
• Lead onboarding and training for new agents.
• Support team culture and engagement initiatives.

Reporting & Performance Tracking

• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor KPIs and highlight performance trends.
• Track campaign progress and customer feedback.

Process & System Support

• Ensure compliance with company policies and procedures.
• Support workflow improvements and documentation.
• Coordinate training schedules with relevant teams.

Customer-Centric Collaboration

• Monitor service standards and identify gaps.
• Provide support during peak periods and special campaigns.
• Liaise with QA and technical teams to resolve service issues.

General Duties

• Coordinate staff transport logistics and service provider engagement.
• Perform other duties as required to support team success.

The Requirements

• Matric / National Senior Certificate.
• Strong understanding of lead generation software and policy databases.
• Proven experience in a similar role and environment.
• Proven success in achieving sales targets and conversion rates.
• Excellent communication and relationship-building skills.
• Analytical mindset with strong problem-solving abilities.
• Solid grasp of customer service principles.
• Willing and able to work the hours stipulated in the description of this advert.