Customer Care Leadership Opportunity at FlySafair – Johannesburg
Safair Operations, trading as FlySafair, is recruiting a driven and service-focused Call Centre Team Leader to join its Customer Care Centre at the Head Office in Johannesburg on a permanent basis. This leadership role is ideal for an experienced call centre professional with strong people management capability, operational discipline, and a passion for delivering exceptional customer service within a fast-paced aviation environment.
Reporting directly to the Customer Care Centre Manager, the successful candidate will play a key role in leading agents, maintaining service standards, and ensuring operational excellence.
About the Role
The Call Centre Team Leader is responsible for overseeing daily call centre operations, ensuring systems efficiency, agent productivity, and strict adherence to service level agreements (SLAs), standard operating procedures (SOPs), and company policies.
The role requires a hands-on leader who can coach and support agents, resolve escalated customer queries, monitor quality, and contribute to continuous service improvement while maintaining high customer satisfaction levels.
Key Responsibilities
Operational Leadership and Performance Management
The successful candidate will delegate duties based on operational demand, monitor productivity, and drive agents to achieve daily performance targets. Attendance, punctuality, and overall team performance must be closely monitored and managed.
Coaching, Development, and Quality Assurance
The role involves coaching and supporting agents to ensure service delivery aligns with FlySafair’s service standards. You will conduct quality assessments on calls and written communications, provide constructive feedback, close development gaps, and guide the professional growth of direct reports.
Customer Query Resolution and Service Excellence
The Call Centre Team Leader will resolve escalated customer queries and concerns, identify customer needs, investigate issues, and provide effective solutions or alternatives. Ensuring exceptional customer service across all approved communication channels is a core responsibility.
Reporting and Compliance
Responsibilities include compiling monthly reports and statistics, capturing customer interactions in line with SOPs, updating customer information when required, and maintaining strict confidentiality of customer data.
Policy Enforcement and Discipline Management
The role requires addressing quality control issues and managing disciplinary matters in line with company policies. Ensuring compliance with SLAs, SOPs, and internal procedures is essential.
Team Collaboration and Continuous Improvement
The Team Leader is expected to encourage teamwork, assess and optimise team performance, provide insights to management, and identify opportunities to improve customer service skills, processes, and systems. Upselling opportunities should be identified and supported where appropriate.
Minimum Requirements
Candidates applying for this position must meet the following requirements:
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Sound knowledge of Microsoft Excel, Word, and Outlook
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Strong understanding of FlySafair services, SOPs, and terms and conditions
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Knowledge of call centre systems and processes
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Excellent understanding of customer service delivery
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Strong people management and leadership skills
Experience and Professional Background
This role is suited to candidates with prior experience in a call centre supervisory or team leadership role, preferably within a customer-focused or regulated service environment. Aviation or travel industry exposure will be advantageous.
Key Skills and Competencies
The ideal candidate will demonstrate strong capability in:
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Call centre operations management
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Coaching, mentoring, and performance optimisation
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Conflict resolution and escalation handling
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Quality assurance and reporting
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Communication (verbal and written)
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Problem-solving and decision-making
Fundamental Competencies
This role requires an individual who is:
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Patient, assertive, and professional
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Trustworthy and reliable
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Customer-focused and service-orientated
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Goal-driven and results-focused
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Adaptable and able to work under pressure
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Highly organised with impeccable timekeeping
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Team-oriented with strong interpersonal skills
Employment Details
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Position Type: Permanent
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Company: FlySafair (Safair Operations)
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Industry: Aviation
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Location: Johannesburg, Gauteng
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Job Functional Area: Call Centre / Customer Care
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Experience Level: Supervisory / Team Lead
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Reference Number: Callcentre_Team Leader
Apply for Call Centre Team Leader
Candidates who meet the above requirements and are interested in this customer care leadership opportunity are encouraged to submit their applications before the closing date.
Closing Date: 04 February 2026
Applications must be submitted via the official recruitment platform below.
Email applications will not be accepted.
Apply for this position
Preference will be given to members of under-represented designated groups.
If no feedback is received within two weeks of the closing date, please consider your application unsuccessful.
FlySafair reserves the right not to proceed with this vacancy or to appoint candidates in line with operational requirements.
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