Contact Centre Team Lead at Sun International

Job Description

• The SVC Contact Centre Team Leader will be responsible to lead and manage the Sun Vacation Club (SVC) Contact Centre team, ensuring exceptional customer service across all member interactions.
• The role focuses on overseeing inbound and outbound communications, supporting member needs, driving customer retention, resolving queries, and maximizing revenue through effective customer care strategies while maintaining company standards and compliance.

Core behavioural & Technical / proficiency competencies:

Behavioural 

• Deep customer and market understanding
• Responsive to customer feedback
• Demonstrate end‑to‑end ownership for resolving customer problems
• Accountability
• Continuous improvement
• Transparency
• Collaborative and a team player
• Clear communicator
• Takes ownership

Technical

• Contact Centre operations management
• Call Centre Quality Assurance principles
• Advanced written and verbal communication skills
• Proficient computer literacy including MS Office, ORS, SVC, TSW, Group contact centre systems.
• Sales and Customer Retention skills
• Customer Experience research and insights
• Customer Experience and Retention reporting
• Networking skills
• Interviewing skills
• Competency Assessment skills

Job Requirements

Qualifications

• Grade 12 / Matric
• 3-year Diploma or B Degree or Diploma in Business, Marketing, or Communications

Experience

• 5-6 years’ experience in a retention and customer service-driven contact centre operation
• At least 3 years’ experience at a management or supervisory level; preferably obtained within the hospitality industry
• Exposure to Timeshare is also an advantage