Job Description

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.
The base location for this role is, Midrand Campus.
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 organizational culture that recognises, appreciates and values diversity & inclusion
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.