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Contact Centre Team Leader

Posting Country:  Albania
Date Posted:  11-Jun-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

ROLE TITLE: Contact Centre Team Leader


To be accountable for Managing, coaching, leading and motivating a team up to 15 advisors/agents, coordinating activities in line with department targets and performance levels, Communicates company goals, safety practices. Provides help to management, including hiring and training, and keeps management updated on team performance. whilst continually looking at potential improvements to departmental processes


Key Accountabilities:
1. Team Coaching and Development:

  • Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
  • Whilst driving measurable ongoing cxx improvement
  • Facilitate performance reviews using “Performance Dialogue” Framework for team members.
  • Ensure all team members adhere to Vodafone policies and procedures.
  • Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.

2. Team Support

  • Organise and facilitate Team Meetings, provide feedback to Business Support Managers & Business Operations Managers.
  • Ensure efficient and effective dissemination and communication of information to team members.

3. Customer Support

  • Ensure the delivery of the Best customer experience to our clients in accordance with Vodafone standards through monthly coaching sessions.
  • Be a point of escalation in the handling of customer queries and complaints to the point of resolution
  • Maintain an up to date personal and team knowledge of Vodafone products and services.
  • Be responsible for the real time activity and agent productivity within the Contact Centre

4. Leadership

  • Participate in the preparation and implementation of operational plans
  • Understand and interpret organisational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.

5. KPIs/Measures 

  • Adherence to coaching team members monthly on call quality
  • Team Adherence to Vodafone policies and procedures (team understanding)
  • Team adherence to Privacy and Credit Guidelines
  • Team knowledge of products, services and applications.
  • Quality of communication with internal and external customers.
  • Deliver performance reviews and development plans
  • Adherence to the facilitation of monthly/fortnightly team meetings
  • Adherence to facilitating monthly one on one meetings with team members
  • Effective management of team and departmental reward and recognition programs.
  • Alignment to Vodafone’s Brand Essence and high performance culture
  • Implementation and support of the Service Business Plan Goals


Technical / Professional Expertise:
Personal Skills:
- Fluent in English, Italian and Albanian – C1 speaking
- Have experience within a contact centre or customer service environment for more than 3 years.
- Customer service oriented.
- Discipline & strict compliance with policies & procedures.
- Ability to learn, seek knowledge and self-development.
- Highly motivated self-starter who can drive changes with passion in Vodafone.

Technical Skills:
- Minimum three years experience in Call centre / customer service.
- Strong reporting and analysis skills.
- Strong verbal communication skills.
- Demonstrates a positive, enthusiastic, friendly attitude.
- Ability to work on a 24 hours shift basis that will include night hours.
- Proficiency in using MS Office application.


Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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