7 дней назад
Customer Care Team Leader - Pipeline (Telecommunications)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Care Team Leader - Pipeline (Telecommunications): Leading and developing a customer care team to deliver service excellence and meet operational targets with an accent on customer experience, coaching, quality, productivity, and compliance. Focus on managing escalations, analysing performance data, improving FCR, NPS, CSAT, and SLA results, and driving measurable employee development.
Location: Midrand and Centurion, Johannesburg, South Africa
Company
Infinity Services Partner Company is a managed services business wholly owned by Vodacom, focused on customer service excellence, innovation, and operational integrity.
What you will do
- Lead, motivate, coach, and develop a team of Customer Care Agents.
- Monitor daily operations, attendance, scheduling, workload allocation, and employee wellbeing.
- Drive performance against Productivity, Quality, FCR, NPS, CSAT, and SLA targets.
- Handle customer escalations and support timely resolution of complex issues.
- Conduct call listening, quality reviews, performance assessments, and improvement planning.
- Collaborate with Quality, Training, Workforce Management, Technical Support, and other business units.
Requirements
- Grade 12 / Matric.
- Relevant diploma in Business Management, Customer Service, Contact Centre Management, or a related field.
- At least 3 years of experience in a Customer Care or Contact Centre environment.
- At least 1–2 years of experience as a Team Leader, Supervisor, or Acting Team Leader.
- Experience managing operational KPIs, coaching employees, resolving complaints, and analysing performance data.
- Knowledge of contact centre processes, customer experience management, quality assurance, workforce management, telecommunications, SLAs, and Microsoft Office including Excel.
Culture & Benefits
- 12-month fixed-term contract.
- Focus on customer-centric, high-performance, diverse, and inclusive workplace practices.
- Equal opportunity employer that welcomes applications from people with various disabilities.
- Employment Equity Plan and targets are considered during recruitment.
Hiring process
- Applications close on 22 September 2026.
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