Call Centre Team Leader, Johannesburg

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 experts 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 real time and escalate any system failures to the relevant stakeholders. They will work with cross functional teams to ensure the customer experience centre deliver on the Vodacom Customer promise. Through their interactions with the team they will be responsible to embed the Vodacom Spirit behaviours.

Your responsibilities will include:

Create a positive working environment that enables agents to be motivated to perform at required levels of service.Monitoring agent activities and call centre queues while escalating any system errors to the appropriate role players.Contribute to customer service by assisting agents to solve or escalate customer queriesAssist in escalations to ensure case managementAct as liaison between agents and all other relevant role players in order to ensure that correct channels of communication are followed with regards to management information, policies and proceduresDrive agent KPI’s in line with company strategic objectivesIdentify real-time trends and escalate to the relevant role playersManage performance and support with Individual development plansReal time escalation managementSet and Drive operational targetsMonitor, track and report on agent sales KPI’s

Responsible for ensuring revenue generation within their team.

Drive revenue increase

Responsible for managing services for customer

Implement service improvement plans based on customer's feedbackCreate and manage relationship with customer and Vodacom’s stakeholders.Liaise with Customer Care departments in Vodacom to ensure end to end case management.

Provide Support

Identify process/procedure improvement opportunities and work with operational leads to implement changeShare best practice, ideas and lessons learnt to further drive consistencies across the OperationsUtilize all available software systems and applications to identify areas for focus.Accountable to ensure service improvement plans for customers implementedProvide support for individual development Provide support to ensure SLA's and customer expectations are met

People Management

Participate/ provide input to performance and quality calibration sessionsProvide feedback and coaching to Agents and identify training needs Managing and administration of team schedulesEvaluating employee performance and productivity and providing constructive feedback and coachingCoaching the team for career advancement opportunitiesInitiate disciplinary action 

Reporting

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

The ideal candidate for this role will have:

Matric certificate essentialPost Matric Certification (Higher certificate or above) desirable – NQF level 5 and above1 + years of team leader experience 2 + year of call centre/customer facing experienceCoaching experienceExperience in salesEffective verbal and written communication skillsAdvanced Excel analytical skillsModerate Problem solving abilityModerate computer proficiencySupplier must ensure that when recruiting new people leader, the minimum requirements are met.

Job Knowledge:

Telecommunication landscapeSound knowledge of Microsoft (Word, Excel & PowerPoint)Basic sales skillsSound knowledge of operational call centre performance metrics Sound knowledge of accounting ( statements and invoice)Sound Business Acumen

Job-Related Skills:

Moderate problem solving and decision making abilityCustomer focusPro-active Customer CareLogical thinkingPlanning and OrganisingReportingEmployee relations

Skills:

Time management skills essentialEvaluation skills essentialFacilitation skills essentialProblem solving, Decision making and analytical skills essentialCommunication Skills (verbal & written) is essentialAbility to cope well under pressure and adjust to change is essentialInterpersonal skills and conflict managementCoaching skillsLeadership skills/ability to motivate the team – essential

Knowledge:

Knowledge of telecommunication landscapeKnowledge of Vodacom products and services is desirableKnowledge of call centre systems is essentialKnowledge of Vodacom management information systems is desirableKnowledge of Performance Management system is essentialKnowledge of Labour Relations is desirableKnowledge of diversity management is desirableBasic accounting knowledge is desirable

Closing date for Applications: 13 June 2025.

The 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 organizational culture that recognises, appreciates and values diversity & inclusion.