Call Centre Team Leader

Job Description

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.

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 organisational culture that recognises, appreciates and values diversity & inclusion.