Migration Team Leader

Energy At Work; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading service provider in Johannesburg is seeking a Team Leader for their call centre. The role involves leading a team of agents, monitoring KPIs, and ensuring compliance with service standards. Ideal candidates should have at least 2 years of call centre experience, strong management skills, and proficiency in MS Office. This position offers an exciting opportunity to drive performance in a dynamic environment.

Qualifications

• Minimum 2 years of call centre experience ideally in Telecommunications or Next Generation Networks.
• A mix of sales and customer service experience in a technical field will be considered.
• Experience managing migration or technical transition projects.

Responsibilities

• Lead and develop a team of call centre agents.
• Monitor and drive key KPIs including SLA and quality.
• Handle escalations and provide product knowledge.

Skills

Call centre experience

People management

Coaching

Conflict resolution

Reporting

Analytical ability

Proficiency in MS Office

Tools

MS Office

SharePoint

Job description

What Youll Do

• Lead, coach, and develop a team of call centre agents.
• Monitor and drive key KPIs (SLA, AHT, quality, productivity, migrations).
• Handle escalations and provide agents with product knowledge and customer solutions.
• Prepare and present performance reports and updates to management.
• Ensure full compliance with processes, policies, and service standards.
• Collaborate with management, HR, and clients to align with business objectives.
• Oversee network / system migration activities, ensuring minimal downtime and service impact.

What Were Looking For

• Minimum 2 years of call centre experience ideally within Telecommunications or Next Generation Networks.
• A mix of sales and customer service experience in a technical field will also be considered.
• Strong people management, coaching, and conflict resolution skills.
• Excellent reporting, presentation, and analytical ability.
• Proficiency in MS Office (Excel, PowerPoint, Teams) and SharePoint.
• Experience managing migration or technical transition projects.