Tech Support Team Leader

Creating purposeful careers as we build the future of contact centre solutions

We're looking for a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Town 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, and an increase in quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a "people-first" culture.

Responsibilities

• Drive operational and technological efficiencies within the team
• Manage 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 required
• Manage administrative workloads and outbound projects
• Proactively encourage high performance
• Coach low performers within the team
• Adhere to all HR policies and procedures
• Ensure adherence to Health, Safety and Environmental legislation

Qualifications & Experience

Working Hours

Skills

Business Process Outsourcing (BPO) Customer Services Telecommunications

#J-18808-Ljbffr