Call Centre Team Leader

Job Location

Johannesburg, Gauteng, South Africa

February 09, 2026

• Create a positive working environment that motivates agents to perform at the required levels of service.
• Monitor 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 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.

• Matric certificate essential.
• Post Matric Certification (Higher certificate or above) desirable – NQF level 5 and above.
• 1+ years of team leader experience.
• 2+ years 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.

• 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 invoices).
• Sound Business Acumen.

• Time management skills are essential.
• Evaluation skills are essential.
• Facilitation skills are essential.
• Problem solving, decision making and analytical skills are 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 – essential.