Job Description

Role Purpose:

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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 agents 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 in 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 for embedding the Infinity Services Partner Company Spirit behaviours.

Your responsibilities will include:

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Create a positive working environment that motivates agents to perform at the required levels of service.

Monitoring agent activities and call center queues, while escalating any system errors to the appropriate stakeholders.

Contribute to customer service by assisting agents in solving or escalating customer queries

Assist in escalations to ensure case management

Act as liaison between agents and all other relevant role players to ensure that the correct channels of communication are followed concerning 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 customers


Implement service improvement plans based on customers' feedback

Create and manage relationships with customers and Vodacom's stakeholders.

Liaise with Customer Care departments in Vodacom to ensure end-to-end case management.

Provide Support


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:

The ideal candidate for this role will have:

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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

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



Closing date for Applications:

19 October 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.


Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.