Care Team Leader

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role

Purpose:

The primary purpose of the Contact Centre Team Leader is to manage, guide, and support a team of converged contact center agents (Mobile/Fixed) to ensure the delivery of exceptional customer service. This role includes overseeing the team’s day‑to‑day operations, ensuring service levels are consistently achieved, and fostering an environment that encourages continuous improvement and high employee engagement.

The Team Leader will be responsible for coaching agents, managing performance, and acting as a key point of contact for escalating customer issues, ensuring efficient problem resolution. Through effective leadership and operational management, the Contact Centre Team Leader contributes to both customer satisfaction and the achievement of organizational goals.

• Lead, manage, and develop a team of contact center agents to ensure high levels of performance and engagement.
• Provide ongoing coaching, feedback, and support to ensure agents meet individual and team goals.
• Conduct regular performance reviews and set development plans for team members.
• Foster a positive and motivated work environment through consistent encouragement and leadership.
• Oversee daily operations to ensure team efficiency, quality, and productivity standards are consistently met.
• Ensure the team adheres to operational guidelines, policies, and procedures.
• Manage team schedules, resources, and workload to meet service level agreements (SLAs) and KPIs.
• Monitor real-time performance metrics and implement corrective actions as needed to optimize team output.
• Serve as the first point of contact for escalated customer issues, ensuring swift and effective resolution.
• Ensure customer interactions are handled in a professional and efficient manner, consistently delivering a high‑quality customer experience.
• Monitor customer feedback and satisfaction scores, working with the team to address areas for improvement.
• Track and evaluate team performance against set KPIs and objectives, such as call volume, first contact resolution, and customer satisfaction.
• Prepare and deliver regular performance reports, providing insights to management for continuous improvement.
• Identify trends in performance data and propose actionable solutions to enhance team and individual outcomes.
• Proactively identify areas for process improvement, driving initiatives to enhance efficiency, quality, and customer experience.
• Contribute to the development and implementation of new procedures or initiatives to improve overall contact center operations.
• Collaborate with other departments to resolve issues, implement changes, and align team goals with business objectives.
• Ensure effective communication across all levels, keeping the team informed of updates, changes, and organizational priorities.
• Maintain high levels of employee engagement and morale, promoting a positive and productive team culture.
• Support recruitment and onboarding of new agents, ensuring seamless integration into the team.
• Monitor agent satisfaction and provide solutions to improve retention and reduce turnover.
• Support ongoing skill development to ensure team members are up to date with product knowledge, systems, and customer service techniques.

• Strong leadership skills, with the ability to inspire, motivate, and guide a diverse team.
• Ability to manage and coach team members to achieve their personal and team goals.
• Proven track record in managing performance, providing constructive feedback, and developing talent.
• Excellent verbal and written communication skills, with the ability to communicate clearly and effectively to both customers and team members.
• Strong analytical and problem‑solving…