Client Contact Centre Team Lead

Gijima Holdings Hr; Gauteng; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT service provider in South Africa is looking for a dedicated individual to support iSC Team Services. This role involves managing SLAs, KPIs, and resource activities in a shifted environment. Ideal candidates should have at least 3 years of IT technical support experience, a Call Centre Diploma, and strong leadership and communication skills. The successful candidate will work on a 7-day shifted schedule, contributing to client satisfaction and operational efficiency.

Qualifications

• 3 years of IT technical support experience is required.
• 1 year of people management experience is preferred.
• Understanding of SLA and Statement of Work.

Responsibilities

• Support the delivery of effective iSC Team Services by performing SLA, KPI, task, and resource management activities.
• Work in a shifted environment, adhering to the 7-day shifted schedule.
• Manage internal and external client liaison.

Skills

Incident Management Skills

Strong Communication skills

Leadership Skills

Analytical and problem-solving skills

Change management

Negotiation skills

Education

Grade 12 Call Centre Diploma

Tools

CompTIA A+

ITIL Foundation

Job description

PURPOSE

The purpose of this role is to support the delivery of effective and efficient iSC Team Services according to the agreed contracts with clients by performing SLA, KPI, task and resource management activities on an operational level.

This role is in a shifted environment; the successful candidate should be willing to work on a 7‑day shifted schedule.

FORMAL EDUCATION

Grade 12 Call Centre Diploma Manager or equivalent.

QUALIFICATION & EXPERIENCE

• CompTIA A+
• Networks + Excel / Certification MS Office Suite Skills / Office ITIL Foundation / Frameworks years operational support or coordination with experience in
• 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 – 3 years experience, 1 year people management experience 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
• Incident Management Skills
• Cost awareness
• Strong Leadership Skills
• Strong Communication skills (both written and verbal)
• Negotiation skills
• Interpersonal skills: effective collaboration across levels and within teams
• Analytical and problem‑solving skills
• Technical IT support
• Change management related to people
• Internal perspective
• Planning and Organising
• Leading and Supervising
• Delivering Results and Meeting Customer expectations
• Adhering to Principles and Values
• Analysing
• Coping with Pressures and Setbacks