Call Centre Trainer - 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 Trainer - Retentions.
• The role involves leading a team of agents to deliver outstanding customer service and retain clients through personalised, solution-focused support.
• It emphasises coaching, motivating, and developing the team to achieve performance targets.
• Additionally, the role ensures operational effectiveness by monitoring real-time performance, resolving escalations, and collaborating across departments.

Your responsibilities will include:

Customer Engagement & Support

• Ensure high-quality, timely, and personalized customer interactions to enhance satisfaction and loyalty.
• Support agents in resolving customer inquiries and concerns promptly and professionally.
• Promote first-call resolution by guiding agents in effective issue handling.
• Monitor and ensure adherence to customer service processes and quality standards.
• Escalate unresolved or complex issues through appropriate channels.

Retention Strategy & Execution

• Drive customer retention by identifying cancellation drivers and implementing tailored retention solutions.
• Guide the team in identifying reasons for customer cancellations.
• Develop and implement strategies to retain customers through personalized offers and solutions.
• Promote relevant products or services aligned with customer needs.
• Track and analyze retention trends to inform strategic adjustments.

Performance Management & Target Achievement

• Lead the team to meet and exceed retention and sales KPIs through structured performance management.
• Set, monitor, and report on individual and team KPIs.
• Drive achievement of retention and revenue targets.
• Analyze performance data and provide regular reports and presentations.
• Identify and address performance gaps through coaching and support.

Coaching, Development & People Management

• Foster a high-performance culture through coaching, feedback, and development opportunities.
• Provide regular feedback and coaching to agents.
• Identify training needs and support skill development.
• Participate in performance and quality calibration sessions.
• Manage team schedules and ensure optimal resource allocation.
• Evaluate employee performance and provide constructive feedback.

Operational Excellence & Communication

• Ensure smooth operations and effective communication across teams and stakeholders.
• Act as liaison between agents and other departments to ensure clear communication of policies and procedures.
• Ensure team compliance with operational guidelines and service level agreements (SLAs).
• Maintain accurate documentation and reporting of team activities and outcomes.

Continuous Improvement & Innovation

• Drive ongoing improvements in processes, tools, and service delivery.
• Identify and implement process enhancements to improve efficiency and customer experience.
• Share best practices across the team and with other operational leads.
• Leverage system insights and data to inform improvement initiatives.
• Collaborate with stakeholders to implement service improvement plans.

The ideal candidate for this role will have:

• Matric is essential
• Relevant Diploma is desirable
• Minimum 2 years’ experience in a customer solutions environment.
• A minimum 2 to 3 years’ experience with Customer care,
• 2 years’ relevant experience in the telecommunications industry (essential)
• 1-2 years team lead experience

Key Competencies:

• Customer Focus
• Conflict Resolution
• Retention Expertise
• Team Leadership
• Coaching & Development
• Performance Management
• Interpersonal Communication
• Cross-Functional Collaboration
• Influence & Negotiation
• Data-Driven Decision Making
• Problem Solving
• Strategic Planning
• Process Improvement
• Time & Resource Management
• Compliance & Quality Assurance
• CRM & Retention Tools Proficiency
• Reporting & Presentation Skills
• Digital Literacy

Job knowledge

• Customer Retention Techniques
• Call Centre Operations and Workflow
• CRM Systems and Call Logging Tools
• Sales and Upselling Strategies
• Performance Metrics (e.g., AHT, FCR, CSAT, NPS)
• Quality Assurance and Call Monitoring Standards
• Coaching and Feedback Practices
• Escalation and Resolution Protocols
• Team Scheduling and Workforce Management
• Service Level Agreements (SLAs)
• Company Products, Services, and Policies
• Compliance and Data Protection Regulations

Closing date for Applications: 25 July 2025.