Call Centre Supervisor - Retentions at Vodafone Global Enterprise

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 Supervisor: Retentions
• Lead a team of team leaders to ensure comprehensive customer resolution and boost sales through service.
• These leaders will coach, guide, and motivate the team leaders to meet targets.
• Monitor performance over time and provide guidance where needed.
• Collaborate with cross-functional teams to ensure the fulfilment of the customer promise.
• Through engagement with the team and team leaders, be responsible for embedding the company's behaviours.

Your responsibilities will include:

Team Leadership & Environment Management

• Foster a high-performance culture that motivates agents to retain customers and drive upgrade conversions.
• Support team leaders in resolving complex customer cases, including service dissatisfaction and account concerns.
• Act as a liaison between team leaders and other departments to ensure accurate and timely resolutions.
• Drive agent KPIs aligned with retention targets, upgrade sales, customer satisfaction and Net Promoter Score (NPS).

Operational Oversight

• Monitor agent activities and call queues using contact centre platforms.
• Escalate system issues affecting contract renewals, product availability, or upgrade eligibility to relevant support teams.
• Identify real-time trends such as spikes in cancellation requests or upgrade delays, and escalate to operational leads.
• Set and drive operational targets for team leaders, ensuring alignment with churn reduction and revenue growth objectives.

Performance & Development

• Manage team leader performance through KPIs such as save rate, upgrade conversion rate, and call quality.
• Develop and support Individual Development Plans (IDPs) for team leaders, focusing on negotiation skills, product knowledge, and customer retention strategies.
• Provide coaching and feedback based on call evaluations, customer feedback, and sales performance.
• Participate in calibration sessions to ensure consistent handling of retention and upgrade interactions.

Revenue & Service Management

• Drive revenue generation through upselling, cross-selling, and proactive retention offers.
• Implement service improvement plans based on customer feedback related to upgrade processes, product availability, and loyalty programs.
• Build and maintain relationships with internal stakeholders to ensure alignment on offers and campaigns.
• Negotiate internally to ensure customer retention offers are competitive and aligned with business rules.

Process Improvement & Support

• Identify and implement improvements in retention and upgrade workflows, including digital self-service enhancements.
• Share best practices across teams to ensure consistency in handling save attempts and upgrade eligibility checks.
• Ensure service review outcomes are actioned by team leaders, especially in areas like contract renewal timelines and customer dissatisfaction drivers.
• Support SLA achievement and customer satisfaction through proactive engagement and process optimization.

People Management

• Manage and administer team schedules, ensuring coverage during peak upgrade periods.
• Evaluate team leader productivity and provide feedback based on sales metrics, customer sentiment, and compliance.
• Initiate and chair disciplinary actions in line with HR and compliance policies.
• Coach and mentor team leaders to enhance sales effectiveness and customer engagement

Reporting & Analysis

• Report on performance against targets, including retention rate, upgrade volumes, and revenue impact.
• Analyse and present team performance data using reporting tools and dashboards.
• Highlight and report on factors impacting performance, such as product issues, system downtimes, or offer competitiveness.

Must have technical / professional qualifications:

Must have technical / professional qualifications:

• Post Matric Certification
• 3 + years of team leader / supervisory experience
• 2 + year of call centre consultant experience
• Coaching experience
• Experience in sales

Closing date for Applications: 25 July 2025.