Flysafair: Call Centre Team Leader

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Flysafair: Call Centre Team Leader

Apply for Flysafair Call Centre Team Leader

Job Position: Call Centre Team Leader

Location: Johannesburg

Closing Date: 04 February 2026

Reference Number: Callcentre_Team Leader

Job Type: Permanent

Job Description

Safair Operations, operating as FlySafair has a vacancy for a Call Centre Team Leader at our Head Office. The successful applicant will report to the Customer Care Centre Manager.

Duties And Responsibilities

  • 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.

Responsibilities

  • 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. 

Skills And Competencies

  • High degree of patience and assertiveness;
  • Trustworthy, professional and reliable; 
  • Customer-focused and service-orientated Team orientated; 
  • Goal orientated; 
  • Adaptable and flexible; 
  • Immaculate timekeeping.

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