Customer Care Team Leader at Vodafone Global Enterprise

Role Purpose

• The Customer Care Team Leader is responsible for leading, coaching, and developing a team of Customer Care Agents to deliver exceptional customer service and achieve operational performance targets.
• The role focuses on driving customer experience excellence, improving team performance, ensuring adherence to quality standards, and fostering a high-performance culture. 
• The successful candidate will monitor day-to-day operations, manage employee performance, support customer escalations, and ensure delivery against key business objectives, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Net Promoter Score (NPS), Quality, Productivity, and Compliance.

Key Accountabilities

Team Leadership & People Management

• Lead, motivate, and develop a team of Customer Care Agents.
• Conduct regular performance reviews, coaching sessions, and one-on-one engagements.
• Monitor employee performance and implement improvement plans where required.
• Manage attendance, schedule adherence, leave management, and employee wellbeing.
• Foster a positive, customer-centric, and high-performance culture.

Operational Performance Management

• Drive achievement of operational KPIs including Productivity, Quality, FCR, NPS, CSAT, and SLA targets.
• Monitor daily team performance and address performance gaps proactively.
• Ensure effective workforce utilisation and workload management.
• Prepare and present performance reports and operational updates.

Customer Experience Management

• Ensure customers receive professional, accurate, and efficient service.
• Manage customer escalations and ensure timely resolution of complex issues.
• Promote customer-first behaviours across the team.
• Drive initiatives that improve customer satisfaction and loyalty.

Coaching, Quality & Development

• Conduct call listening, quality reviews, and performance assessments.
• Identify training and development needs within the team.
• Provide ongoing coaching to improve product knowledge, soft skills, and service delivery.
• Partner with Training and Quality teams to drive continuous improvement.

Compliance & Governance

• Ensure adherence to company policies, operational procedures, and regulatory requirements.
• Promote compliance with quality and risk management standards.
• Maintain accurate records and documentation relating to team performance and operational activities.

Stakeholder Management

• Collaborate with Quality, Training, Workforce Management, Technical Support, and other business units.
• Communicate operational updates and business changes effectively.
• Escalate operational risks and challenges to management when necessary.

Performance Expectations

• Achieve and exceed customer service and operational KPIs.
• Maintain high levels of customer satisfaction and service quality.
• Improve team productivity and efficiency.
• Drive employee engagement and team morale.
• Reduce customer escalations and repeat contacts.
• Ensure compliance with operational and regulatory requirements.
• Deliver effective coaching that results in measurable performance improvement.

Core Competencies

• Leadership and Team Development
• Customer Focus
• Coaching and Mentoring
• Decision Making
• Problem Solving
• Delivering Results and Meeting Customer Expectations
• Planning and Organising
• Building Relationships
• Adaptability and Resilience
• Conflict Resolution

Job Knowledge

• Customer Care Operations
• Contact Centre Processes and Procedures
• Customer Experience Management
• First Contact Resolution (FCR)
• Net Promoter Score (NPS)
• Contact Centre Performance Metrics
• Quality Assurance Principles
• Workforce Management Fundamentals
• Telecommunications Industry Knowledge
• Service Level Agreements (SLAs)
• Microsoft Office Suite, including Excel

Qualifications and Experience

• Grade 12 / Matric.
• Relevant Diploma in Business Management, Customer Service, Contact Centre Management, or related field.
• Minimum 3 years' experience in a Customer Care or Contact Centre environment
• Minimum 1-2 years' experience in a Team Leader, Supervisor, or Acting Team Leader role.
• Experience managing operational KPIs and service delivery targets.
• Experience coaching and developing employees.
• Experience handling customer escalations and complaint resolution.
• Experience analysing performance data and implementing corrective actions.

This is a 12 month Fixed Term Contract position

Closing date for Applications: 22 September 2026