Job Description

Flysafair careers – Call Centre Team Leader

Call Centre Team Leader – FlySafair Careers

About the Program

Job Description

• Ensure all call centre systems operate efficiently.
• Delegate duties according to operational demands and monitor agent productivity to achieve daily targets.
• Update agents on SLA terms, SOPs, and policies, ensuring compliance at all times.
• Coach and support agents to meet service standards and address quality control issues.
• Compile monthly reports and statistics on team performance.
• Monitor attendance, punctuality, and address disciplinary issues in line with company policies.
• Resolve escalated customer queries and concerns promptly and professionally.
• Identify customer needs, clarify information, research as required, and provide effective solutions or alternatives.
• Capture and update customer comments, inquiries, complaints, and actions taken following SOPs.
• Maintain and update existing customer information accurately.
• Communicate with customers via approved channels, ensuring exceptional service and maintaining confidentiality.
• Seize opportunities to upsell products when appropriate.
• Maintain in-depth knowledge of FlySafair services, products, and industry trends to enhance customer service.
• Conduct quality assessments on calls and written communications, providing constructive feedback to agents.
• Support agents in closing development gaps and report assessment outcomes to management.
• Promote teamwork, assess, and optimise the performance of direct reports.
• Provide specialised insights, guidance, and development support to team members.

Job Requirements

• Proficient in MS Excel, MS Word, and MS Outlook
• Strong knowledge of FlySafair services, SOPs, and terms and conditions
• Excellent understanding of customer service delivery and call centre systems
• Conflict resolution, problem-solving, and decision-making skills
• Strong verbal and written communication skills, with excellent phone etiquette
• Ability to work under pressure while managing multiple tasks and deadlines
• Strong rapport-building, interpersonal, and people management skills
• Attention to detail and ability to prioritise in a high-pressure environment

Personal Attributes

• Patient, assertive, and professional
• Trustworthy, reliable, and customer-focused
• Team-oriented and goal-driven
• Adaptable and flexible with immaculate timekeeping

Application Guidelines

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

FlySafair Reserves the Right To:

• Not proceed with this vacancy
• Appoint candidates based on operational requirements

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