Migration Team Leader

Johannesburg, Gauteng, South Africa

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What Youll Do:

Lead, coach, and develop a team of call centre agents.
Monitor and drive key KPIs (SLA, AHT, quality, productivity, migrations).
Handle escalations and provide agents with product knowledge and customer solutions.
Prepare and present performance reports and updates to management.
Ensure full compliance with processes, policies, and service standards.
Collaborate with management, HR, and clients to align with business objectives.
Oversee network/system migration activities, ensuring minimal downtime and service impact.

What Were Looking For:

Minimum 2 years of call centre experience ideally within Telecommunications or Next Generation Networks.

A mix of sales and customer service experience in a technical field will also be considered.
Strong people management, coaching, and conflict resolution skills.
Excellent reporting, presentation, and analytical ability.
Proficiency in MS Office (Excel, PowerPoint, Teams) and SharePoint.
Experience managing migration or technical transition projects.

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