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Call Centre Team Leader

Call Centre Team Leader

Vodafone Global EnterpriseCape Town, ZA
4 days ago
Job description

Job title : Call Centre Team Leader

Job Location : Western Cape, Cape Town

Deadline : October 21, 2025

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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 deliver 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.
  • Monitoring agent activities and call center queues, while escalating any system errors to the appropriate stakeholders.
  • Contribute to customer service by assisting agents in solving or escalating customer queries
  • Assist 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 their team.
  • Drive revenue increase
  • Responsible for managing services for customers
  • Implement service improvement plans based on customers' feedback
  • Create and manage relationships with customers and Vodacom’s stakeholders.
  • Liaise with Customer Care departments in Vodacom to ensure end-to-end case management.
  • Provide Support
  • Provide support to ensure SLA's and customer expectations are met

    • ​​​​​​​ People Management

  • Participate / provide input to performance and quality calibration sessions
  • Provide feedback and coaching to Agents and identify training needs
  • Managing and administration of team schedules
  • Evaluating employee performance and productivity and providing constructive feedback and coaching
  • Coaching the team for career advancement opportunities
  • Initiate disciplinary action

    • ​​​​​​​ Reporting

  • Report on performance against targets
  • Provide analysis and presentation on team performance
  • Report on elements impacting performance
  • The ideal candidate for this role will have :

    • The ideal candidate for this role will have :

  • Matric certificate essential
  • Post Matric Certification (Higher certificate or above) desirable – NQF level 5 and above
  • 1 + years of team leader experience
  • 2 + year 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 new people leader, the minimum requirements are met.

    • ​​​​​​​ Job Knowledge :

  • Telecommunication landscape
  • Sound knowledge of Microsoft (Word, Excel & PowerPoint)
  • Basic sales skills
  • Sound knowledge of operational call centre performance metrics
  • Sound knowledge of accounting ( statements and invoice)
  • 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) is essential
  • Ability to cope well under pressure and adjust to change is essential
  • Interpersonal skills and conflict management
  • Coaching skills
  • Leadership skills / ability to motivate the team – essential

    • Closing date for Applications :   19 October 2025

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    Team Leader • Cape Town, ZA

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