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Call Centre Supervisor

2 weeks ago

Johannesburg, Gauteng, South Africa Vodacom Full time R900 000 - R1 200 000 per year

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 Supervisor: Retentions
Lead a team of team leaders to ensure comprehensive customer resolution and boost sales through service. These leaders will coach, guide, and motivate the team leaders to meet targets. Monitor performance over time and provide guidance where needed. Collaborate with cross-functional teams to ensure the fulfilment of the customer promise. Through engagement with the team and team leaders, be responsible for embedding the company's behaviours.

Your Responsibilities Will Include
Team Leadership & Environment Management

  • Foster a high-performance culture that motivates agents to retain customers and drive upgrade conversions.
  • Support team leaders in resolving complex customer cases, including service dissatisfaction and account concerns.
  • Act as a liaison between team leaders and other departments to ensure accurate and timely resolutions.
  • Drive agent KPIs aligned with retention targets, upgrade sales, customer satisfaction and Net Promoter Score (NPS).

Operational Oversight

  • Monitor agent activities and call queues using contact centre platforms.
  • Escalate system issues affecting contract renewals, product availability, or upgrade eligibility to relevant support teams.
  • Identify real-time trends such as spikes in cancellation requests or upgrade delays, and escalate to operational leads.
  • Set and drive operational targets for team leaders, ensuring alignment with churn reduction and revenue growth objectives.

Performance & Development

  • Manage team leader performance through KPIs such as save rate, upgrade conversion rate, and call quality.
  • Develop and support Individual Development Plans (IDPs) for team leaders, focusing on negotiation skills, product knowledge, and customer retention strategies.
  • Provide coaching and feedback based on call evaluations, customer feedback, and sales performance.
  • Participate in calibration sessions to ensure consistent handling of retention and upgrade interactions.

Revenue & Service Management

  • Drive revenue generation through upselling, cross-selling, and proactive retention offers.
  • Implement service improvement plans based on customer feedback related to upgrade processes, product availability, and loyalty programs.
  • Build and maintain relationships with internal stakeholders to ensure alignment on offers and campaigns.
  • Negotiate internally to ensure customer retention offers are competitive and aligned with business rules.

Process Improvement & Support

  • Identify and implement improvements in retention and upgrade workflows, including digital self-service enhancements.
  • Share best practices across teams to ensure consistency in handling save attempts and upgrade eligibility checks.
  • Ensure service review outcomes are actioned by team leaders, especially in areas like contract renewal timelines and customer dissatisfaction drivers.
  • Support SLA achievement and customer satisfaction through proactive engagement and process optimization.

People Management

  • Manage and administer team schedules, ensuring coverage during peak upgrade periods.
  • Evaluate team leader productivity and provide feedback based on sales metrics, customer sentiment, and compliance.
  • Initiate and chair disciplinary actions in line with HR and compliance policies.
  • Coach and mentor team leaders to enhance sales effectiveness and customer engagement

Reporting & Analysis

  • Report on performance against targets, including retention rate, upgrade volumes, and revenue impact.
  • Analyse and present team performance data using reporting tools and dashboards.
  • Highlight and report on factors impacting performance, such as product issues, system downtimes, or offer competitiveness.

Must Have Technical / Professional Qualifications
Must have technical / professional qualifications:

  • Post Matric Certification
  • 3 + years of team leader / supervisory experience
  • 2 + year of call centre consultant experience
  • Coaching experience
  • Experience in sales

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.