Job Description

Flysafair careers – Call Centre Team Leader

Job Title: Call Centre Team Leader

Company: Flysafair Careers

Job Purpose

The Call Centre Team Leader is responsible for leading and supporting call centre agents to deliver exceptional customer service while meeting operational targets and service level agreements. This role ensures efficient system usage, high productivity, quality assurance, and continuous development of team members in line with Flysafair service standards.

Key Responsibilities

Operational Leadership & Performance Management

• Ensure all call centre systems are operating efficiently and effectively.
• Allocate and delegate duties based on operational requirements and workload demands.
• Monitor agent productivity and performance, driving the achievement of daily and monthly targets.
• Track attendance and punctuality, addressing performance or disciplinary matters in line with company policies.

Coaching, Quality & Development

• Coach, mentor, and support agents to ensure consistent delivery against service standards.
• Conduct quality assessments on calls and written customer interactions.
• Address quality control issues and provide constructive, actionable feedback to agents.
• Identify development gaps and support agents with targeted coaching and guidance.
• Assess and optimise the performance of direct reports and provide specialised insights to support growth.

Customer Service & Escalation Management

• Resolve escalated customer queries, complaints, and concerns effectively and professionally.
• Identify customer needs, investigate issues, and provide appropriate solutions or alternatives.
• Ensure accurate capture of customer comments, enquiries, complaints, and actions taken in line with SOPs.
• Maintain and update customer information where required, ensuring confidentiality at all times.

Compliance, Reporting & Continuous Improvement

• Communicate SLA requirements, SOPs, policies, and updates to agents, ensuring full compliance.
• Compile and submit monthly performance reports and operational statistics.
• Maintain up-to-date knowledge of Flysafair products, services, and industry trends.
• Identify opportunities to improve service delivery, customer experience, and team effectiveness.
• Encourage, promote, and lead a strong culture of teamwork and accountability.

Sales & Service Excellence

• Identify and act on opportunities to upsell products during customer interactions.
• Ensure all customer engagements are handled through approved communication channels with professionalism and care.

Job Requirements

• Sound working knowledge of MS Excel, MS Word, and MS Outlook.
• Strong understanding of Flysafair services, standard operating procedures, and terms and conditions.
• Proven knowledge of call centre systems and operations.
• Excellent customer service orientation and understanding of service excellence principles.
• Strong conflict resolution, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills with professional phone etiquette.
• Ability to perform under pressure in a fast-paced, deadline-driven environment.
• Strong rapport-building, interpersonal, and people management skills.
• High attention to detail with the ability to multitask and prioritise effectively.

Personal Attributes

• High levels of patience, assertiveness, and professionalism.
• Trustworthy, reliable, and dependable.
• Customer-focused, service-driven, and team-oriented.
• Goal-driven, adaptable, and flexible.
• Excellent timekeeping and personal accountability.

Application Guidelines

• Email applications will not be accepted.
• Preference will be given to candidates from under-represented designated groups.
• If no feedback is received within two weeks from the closing date, please consider the application unsuccessful.

Flysafair Reserves the Right

• Not to proceed with the vacancy.
• To appoint candidates in line with operational requirements.

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