Call Centre Team Leader 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 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 queries
• Assist in escalations to ensure case management
• Act 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 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 customer

• Implement service improvement plans based on customer's feedback
• Create 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 change
• Share best practice, ideas and lessons learnt to further drive consistencies across the Operations
• Utilize all available software systems and applications to identify areas for focus.
• Accountable to ensure service improvement plans for customers implemented
• Provide 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 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

• 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

Job-Related Skills

• Moderate problem solving and decision making ability
• Customer focus
• Pro-active Customer Care
• Logical thinking
• Planning and Organising
• Reporting
• Employee relations

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

Knowledge

• Knowledge of telecommunication landscape
• Knowledge of Vodacom products and services is desirable
• Knowledge of call centre systems is essential
• Knowledge of Vodacom management information systems is desirable
• Knowledge of Performance Management system is essential
• Knowledge of Labour Relations is desirable
• Knowledge of diversity management is desirable
• Basic accounting knowledge is desirable