Client Contact Centre Team Lead

Executive Placements; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A recruitment agency is seeking qualified candidates for a position requiring a Grade 12 education and Call Center Diploma Manager or equivalent. The role demands 3 years of IT technical support experience, strong incident management skills, and effective leadership abilities. Ideal candidates will also possess communication skills and an understanding of ITIL frameworks. This is an opportunity for those looking to advance in a dynamic IT service support environment.

Qualifications

• 3 years of IT technical support experience required.
• 1 year of people management experience is preferred.
• Understanding of iSC Telephony and incident management.

Skills

Incident Management Skills

Cost awareness

Strong Leadership Skills

Strong Communication skills

Negotiation skills

Effective collaboration

Education

Grade 12

Call Center Diploma Manager or equivalent

Tools

CompTIA A+

Networks+

Excel Certification

MS Office Suite Skills

ITIL Foundation

Job description

Formal Education

Grade 12

Call Center Diploma Manager or equivalent

Qualifications and Experience

• CompTIA A+
• Networks+
• Excel / Certification
• MS Office Suite Skills / Office
• ITIL Foundation / Frameworks
• Years operational support or coordination with experience in:
  • o IT CIC Agent
  • Understanding of iSC Telephony, Incident management, reporting, knowledge management tools
  • Service Desk / Back Office Work instructions
  • Quality Management
  • Escalation management
  • Internal and external Client liaison
  • IT Technical support experience 3 years
  • 1 Year People management experience is preferred

Key Competencies

• Knowledge:
  • Service Desk / Incident Management related technology
  • Knowledge in IT service support implementation
  • ITIL Frameworks
  • Knowledge Management principles
  • Reporting principles
  • Service Desk / Back Office processes, procedures and work instructions
  • Incident management
  • Knowledge of customer services environment
  • Understanding of SLAs and Statements of Work
• Skills:
  • Incident Management Skills
  • Cost awareness
  • Strong Leadership Skills
  • Strong Communication skills (both written and verbal)
  • Negotiation skillsInterpersonal skills: effective collaboration across levels and within teams
• Analyti