Overview
Call Centre Team Leader Jobs in City of Johannesburg, Gauteng, South Africa at FlySafair
Title: Call Centre Team Leader
Company: FlySafair
Location: City of Johannesburg, Gauteng, South Africa
- 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.
- Sound knowledge of MS Excel, MS word and MS Outlook;
- Knowledge of all aspects of FlySafair's service, all standard operating procedures as well as terms and conditions;
- Excellent understanding of delivering great customer service;
- Knowledge of all call centre systems;
- Conflict resolution skills;
- Excellent communication skills (written and verbal);
- Problem solving and decision-making skills;
- Excellent phone etiquette;
- The ability to work well under pressure;
- Rapport building and interpersonal skills;
- Attention to detail;
- Ability to multi-task and prioritise in a highly deadline-driven environment;
- People Management skills.
Personal Attributes
- High degree of patience and assertiveness;
- Trustworthy, professional and reliable;
- Customer-focused and service-orientated Team orientated;
- Goal orientated;
- Adaptable and flexible;
- Immaculate timekeeping.
Application Guideline
- Email applications will not be accepted;
- Preference will be given to members of under-represented designated groups;
- Should no feedback be provided within two (2) weeks from the closing date, please consider your application as unsuccessful.
FlySafair Reserves The Right
- Not to proceed with this vacancy;
- To appoint the selected candidates based on its operational requirements.
Closing Date: 6 February 2026
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