Call Centre Team Leader

Vodafone Global Enterprise; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A telecommunications company in Cape Town seeks a Call Centre Team Leader to lead customer resolution agents and drive sales through service. Responsibilities include creating a motivating environment, monitoring team performance, and ensuring customer service excellence. The ideal candidate has team leader experience and skills in sales, coaching, and performance management.

Qualifications

• 1+ year of team leader experience.
• 2+ years of call centre/customer-facing experience.
• Coaching experience.
• Experience in sales.

Responsibilities

• Create a positive working environment that motivates agents.
• Monitor agent activities and escalate system errors.
• Assist agents in solving or escalating customer queries.
• Drive agent KPIs in line with company objectives.

Skills

Time management skills

Evaluation skills

Facilitation skills

Problem solving

Communication skills

Interpersonal skills

Coaching skills

Leadership skills

Education

Matric certificate

Post-matric certification (NQF level 5 and above)

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Job title : Call Centre Team Leader

Job Location : Western Cape, Cape Town

Deadline : October 21, 2025

Role Purpose

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully‑fledged subsidiary of Vodacom. The company is seeking a Call Centre Team Leader to lead a group of customer resolution agents to ensure end‑to‑end customer resolution and drive sales through service. The team leader will coach, guide, and motivate the team to meet targets, monitor performance in real time, and escalated any system failures to the relevant stakeholders. They will work with cross‑functional teams to ensure the Customer Experience Centre delivers on the Vodacom Customer promise and embed the company spirit and behaviours.

Responsibilities

• Create a positive working environment that motivates agents to perform at the required service levels.
• Monitor agent activities and call centre queues, escalating any system errors to the appropriate stakeholders.
• Assist agents in solving or escalating customer queries and ensure case management.
• Act as liaison between agents and all other relevant role players to ensure correct communication channels are followed concerning management information, policies, and procedures.
• Drive agent KPIs in line with company strategic objectives and identify real‑time trends for escalation.
• Manage performance and support with individual development plans.
• Set and drive operational targets and monitor, track, and report on agent sales KPIs.
• Ensure revenue generation within the team and drive revenue increases.
• Manage services for customers, implement service improvement plans based on feedback, and create/manage relationships with customers and stakeholders.
• Provide support to meet SLA’s and customer expectations.

People Management

• Participate in or provide input to performance and quality calibration sessions.
• Provide feedback, coaching, and identify training needs for agents.
• Administer team schedules and evaluate employee performance and productivity.
• Coach the team for career advancement opportunities and initiate disciplinary action when required.

Reporting

• Report on performance against targets.
• Provide analysis and presentation on team performance.
• Report on elements impacting performance.

Ideal Candidate

• Matric certificate essential.
• Post‑matric certification (higher certificate or above) desirable – NQF level 5 and above.
• 1+ year of team leader experience.
• 2+ years of call centre/customer facing experience.
• Coaching experience.
• Experience in sales.
• Effective verbal and written communication skills.
• Advanced Excel analytical skills.
• Moderate problem‑solving ability.
• Moderate computer proficiency.
• Supplier must ensure that when recruiting a new people leader, the minimum requirements are met.

Job Knowledge

• Telecommunication landscape.
• Sound knowledge of Microsoft Word, Excel, and PowerPoint.
• Basic sales skills.
• Sound knowledge of operational call centre performance metrics.
• Sound knowledge of accounting (statements and invoices).
• Sound business acumen.

Skills

• Time management skills essential.
• Evaluation skills essential.
• Facilitation skills essential.
• Problem solving, decision making, and analytical skills essential.
• Communication skills (verbal & written) essential.
• Ability to cope well under pressure and adjust to change essential.
• Interpersonal skills and conflict management.
• Coaching skills.
• Leadership skills / ability to motivate the team – essential.

Closing date for Applications

19 October 2025