Tech Support Team Leader - South Africa
We're looking for a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Twon CBD. The objective of this role is to provide guidance and support to the team with regards to setting up, measuring and meeting performance targets. We are aiming for speed, efficiency, increase in quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a "people-first" culture. Key Competencies & Skills Drive operational and technological efficiencies within the teamManage daily operations Monitor team performance against target on a day-to-day basis, and implement changes where appropriate Ensure the individual team members' service standards are adhered to e.g. meeting and exceeding targets, team productivity, data conversions, talk interactions captured etc.Handle difficult customer complaints or enquiries Drive quality control and ensure corrective actions are taken where requiredManage administrative workloads and outbound projectsProactively encourage high performance Coach low performers within the teamAdhere to all HR policies and procedures Ensure adherence to Health, Safety and Environmental legislature Qualifications & Experience MatricAt least 3 years' experience in a leadership role, in contact centre Must be technologically savvy Certificate in supervisory management, ideal but not essential Willingness to work shifts Willingness to work Saturdays and overtime, as requiredUnderstanding of IR and HR policies Ability to handle escalations and take ownership Working Hours 06h00 – 22h00 Monday to Sunday https://www.ditto.jobs/job/gumtree/3811782397?sourcegumtree
Apply Now
Facebook
WhatsappRelated Jobs
Team Leader-Policy Analysis - Umhlanga Rocks
Huntswood
...
Team Leader Umhlanga - Umhlanga Rocks
Huntswood
...
Team Leader-Policy Analysis - Umhlanga Rocks
Huntswood
...
Team Leader Operations Roodepoort - Roodepoort
AfroCentric Group
...