Telesales Supervisor

Job Details

Closing Date: 2026/02/13

Reference Number: SHO260206-13

Job Title: Telesales Supervisor

Job Type: Permanent

Location - Country: South Africa

Location - Province: Gauteng

Location - Town or City: Centurion

Purpose of the Job:
To oversee and manage operations teams within the Centre, encompassing all associated administrative and support functions. This role is accountable for executing strategy, meeting performance goals, and guaranteeing high-quality service delivery to customers and stakeholders. This position is vital in upholding service excellence, enhancing internal collaboration, and bolstering business performance through disciplined execution and effective leadership of personnel.

Job Advert Details

Job Category: Customer Service

Job Objectives:

• Track KPIs and ensure that all SLAs and performance objectives are fulfilled.
• Lead, train, and guide the telesales team to provide exceptional service and results.
• Manage client interactions and ensure timely and high-quality completion of tasks.
• Identify, assess, and implement ongoing process enhancements to increase productivity, accuracy, and service levels.
• Address customer complaints, inquiries, and product returns in a professional and timely manner.
• Develop, coach, and mentor team members to improve skills, performance, and engagement.
• Assist with incoming calls and customer inquiries as necessary.
• Prepare and deliver daily, weekly, and monthly reports to the Call Centre Manager.
• Promote sales growth through effective training, motivation, and performance management.
• Organize work schedules, assign tasks, manage workflow, and allocate resources effectively.
• Oversee the administration of leave, attendance, and timekeeping for team members.
• Cultivate customer service excellence and establish strong client relationships.
• Support and mentor newly hired agents to ensure a smooth onboarding process.
• Carry out any other reasonable supervisory tasks as needed.

Qualifications

Essential:

• Grade 12 qualification

Advantageous:

• Tertiary qualification in Business Administration, Operations Management, Customer Experience, or a related field.
• Leadership or supervisory training.
• Pharmacist Assistant qualification.

Experience

Essential:

• Experience in managing a team within a multichannel organization.
• Demonstrated history in customer service operations, order processing, and issue resolution.

Knowledge and Skills:

• Knowledge of pharmaceutical products (advantageous).
• Strong leadership and coaching skills.
• Bilingual, preferably fluent in English and Afrikaans.
• Proficient in MS Office applications and call centre software.
• Advanced skills in Microsoft Excel.
• Effective conflict resolution abilities.
• Strong planning, prioritization, and time management skills.

Our Group and all its subsidiaries are dedicated to fostering, embracing, and maintaining a diverse workplace that appreciates the unique talents, perspectives, backgrounds, and capabilities that enhance our organization. A place where every individual is valued and feels included.