Call Centre Supervisor

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 to lead a group of team leaders to ensure end to end customer resolution and drive sales through service.  These people leaders will coach/ guide and motivate the team leaders to ensure targets are met. They will monitor performance over time  and provide guidance. 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/team leaders 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 team leaders to solve or escalate customer queries
• Assist in escalations to ensure case management
• Act as liaison between team leaders 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 – (Operational rigor management)
• Manage performance and support with Individual development plans for team leaders
• Identify recommendations and Business improvement opportunities of digital capabilities
• Set and Drive operational targets and implement performance improvement plan for teamleaders
• Monitor, track and report on team leader 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 concerns
• Create and manage relationship with customer and Vodacom’s stakeholders.
• Negotiate at the appropriate level within Vodacom in order to ensure customer’s requirements are met and fulfilled.

Who you are

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
• Accountable to ensure improvement plans are implemented by team leaders
• Accountable for monitoring of service reviews with team leaders
• Provide support to team leaders to ensure SLA's and customer expectations are met

People Management

• Input into calibration sessions for team leaders
• Provide feedback and coaching to team leaders in order to identify training needs 
• Managing and administration of team schedules
• Evaluating team leader performance and productivity and providing constructive feedback and coaching
• Coaching the team leaders
• Initiate disciplinary action when required
• Chair disciplinary hearings when required

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:

• Post Matric Certification
• 3 + years of team leader / supervisory experience
• 2 + year of call centre consultant 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 leaders, the minimum requirements are met.

Job Knowledge:

• Telecommunication landscape
• Knowledge of Telecommunication Competitors
• Sound knowledge of Microsoft (Word, Excel & PowerPoint)
• Sound knowledge of Project Management
• Sound Knowledge of the Sales environment
• Basic Knowledge of Converged & Fixed products
• Basic Knowledge of Telecommunication products and service
• Sound Knowledge of Account Management principles
• Sound knowledge of service level agreements 
• Sound knowledge of accounting ( statements and invoice)
• Sound Business Acumen

Job Related Skills:

• Data interpretation and analysis
• Selling and Negotiation skill
• Moderate problem solving and decision making ability
• Customer focus
• Sales driven
• Pro-active Customer Care
• Logical thinking
• Planning and Organising
• Reporting
• Employee relations
• Process Mapping

Extreme Importance

• Strong analytical skills
• Ability to work cross-functionally in order to achieve desired results
• Strong digital experience in the working environment
• Interpersonal skills and stake holder management   
• English Business Writing Skills
• Ability to analyse operational performance data and identify problems in the early stages 
• Being able to put the customer at the heart of everything we do
• Sound knowledge of contact centre operations and systems is key
• Able to motivate and coach others
• Agile in Adapting to Change
• Adhering to Principles and Values
• Self-management (ability to work remotely)
• Quality Focussed
• Performance Management
• Results Driven

Closing date for Applications: 13 June 2025.

The base location for this role is, Cape Town. 

The company approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.