Call Centre Team Leader Johannesburg, South Africa Customer Care Posted 5 Hours Ago

Vodafone Group Plc; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading telecommunications service provider seeks a Call Centre Team Leader in Johannesburg to lead customer resolution agents and drive sales through service. Responsibilities include monitoring performance, fostering a positive work environment, managing KPIs, and implementing service improvements. Candidates should have at least 1 year of team leadership experience in a call centre and strong communication skills. This role entails ensuring operational efficiency while adapting to changes and challenges.

Qualifications

• 1+ years of experience as a team leader in a call centre environment.
• Coaching experience and experience in sales.
• Effective verbal and written communication skills.

Responsibilities

• Lead a group of customer resolution agents to ensure end-to-end customer resolution.
• Monitor agent activities and escalate system errors.
• Drive agent KPIs and manage performance.

Skills

Time Management

Team Leadership

Sales

Effective communication

Problem-solving & decision-making

Negotiation & facilitation

Coaching & mentoring

Adaptability & stress management

Education

Matric certificate

Post-matric certification (NQF level 5 and above)

Job description

Call Centre Team Leader – Johannesburg, South Africa

Role Purpose: Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom. Infinity Services Partner Company is looking for 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. These team leaders will coach, guide and motivate the team to ensure targets are met. They will monitor performance in real time and escalate 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. Through their interactions with the team they will be responsible for embedding the Infinity Services Partner Company Spirit behaviours.

Your Responsibilities Will Include

• Create a positive working environment that motivates agents to perform at the required levels of service.
• Monitor agent activities and call centre queues, while escalating any system errors to the appropriate stakeholders.
• Assist agents in solving or escalating customer queries and in escalations to ensure case management.
• Act as liaison between agents and all other relevant role players to ensure that the correct channels of communication are followed concerning management information, policies, and procedures.
• Drive agent KPI’s in line with company strategic objectives, identify real‑time trends and escalate to the relevant role players.
• Manage performance and support with individual development plans; real‑time escalation management.
• Set and drive operational targets, monitor, track and report on agent sales KPI’s.
• Responsible for ensuring revenue generation within the team, driving revenue increase, and managing services for customers.
• Implement service improvement plans based on customers’ feedback and create/manage relationships with customers and Vodacom’s stakeholders.
• Liaise with Customer Care departments in Vodacom to ensure end‑to‑end case management.
• Provide support to ensure SLA’s and customer expectations are met.
• Participate and provide input to performance and quality calibration sessions, provide feedback and coaching to agents and identify training needs.
• Manage and administrate team schedules, evaluate employee performance and productivity, and provide constructive feedback and coaching.
• Initiate disciplinary action as required.
• Report on performance against targets, provide analysis and presentation on team performance, and report on elements impacting performance.

The Ideal Candidate for this Role Will Have

• Matric certificate essential; post‑matric certification (higher certificate or above, NQF level 5 and above) desirable.
• 1+ years of team leader experience and 2+ years of call centre/customer‑facing experience.
• Coaching experience and experience in sales.
• Effective verbal and written communication skills; advanced Excel analytical skills.
• Moderate problem‑solving ability and moderate computer proficiency.
• Experience with the telecommunication landscape, basic sales skills, operational call centre performance metrics, accounting (statements and invoice), and sound business acumen.
• Time‑management, evaluation, facilitation, problem‑solving, decision‑making and analytical skills – all essential.
• Communication skills (verbal & written) are essential; ability to cope well under pressure and adapt to change is essential.
• Interpersonal skills and conflict management, coaching skills, leadership skills/ability to motivate the team.

Key Skills

• Time Management
• Team Leadership
• Sales
• Effective communication
• Problem‑solving & decision‑making
• Negotiation & facilitation
• Coaching & mentoring
• Adaptability & stress management

Closing date for Applications: 19 October.

Base location for this role is Cape Town.

The company‑approved Employment Equity Plan and Targets will be considered as part of the recruitment process.

As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

Call Centre Team Leader • Johannesburg, Gauteng