Call Centre Team Leader
Job in
Johannesburg, 2000, South Africa
Listed on 2026-01-28
Listing for:
FlySafair
Full Time
position Listed on 2026-01-28
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Mgr./ CSM, HelpDesk/Support, Bilingual
Job Description & How to Apply Below
- Ensure that systems are working efficiently;
- Delegate duties based on operational demands. Monitor productivity and drive Agents to achieve daily targets;
- Update Agents on SLA terms, SOPs and policies and monitor compliance;
- Coach and support Agents to ensure delivery is in line with service standards;
- Address quality control issues raised;
- Compile monthly reports and stats;
- Monitor attendance and punctuality;
- Address disciplinary issues in line with company policies;
- Resolve escalated customer queries and concerns;
- Identify customer needs, clarify information, research/ investigate as needed and provide solutions and or alternatives;
- Capture details of comments, inquiries, complaints, and actions taken in line with SOPs;
- Update existing customer information when required;
- Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service;
- Seize opportunities to upsell products when they arise;
- Maintain customer confidentiality;
- Maintain knowledge of services and products and identify opportunities to improve customer service skills;
- Maintain knowledge of industry trends and happenings and ensure adherence to industry standards;
- Conduct quality assessments on calls and written communications;
- Provide constructive feedback to Agents and support them with closing development gaps;
- Provide feedback to the management team on assessment outcomes;
- Encourage, promote, and embody a spirit of teamwork;
- Assess and optimise the performance of direct reports;
- Provide specialised insights to direct reports.
- Guide, support and develop direct reports.
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