Client Contact Centre Team Lead

Gijima Holdings; Midrand; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT service provider is seeking an IT CIC Agent based in Midrand, South Africa. The role requires 3 years of technical support experience and a call center diploma or similar qualification. Candidates should possess strong incident management skills and demonstrate effective leadership and communication abilities. Understanding of service desk processes and ITIL frameworks is essential. This role offers opportunities for internal client liaison and quality management in a dynamic environment.

Qualifications

• 3 years of IT technical support experience required.
• 1 year of people management experience preferred.
• Strong understanding of Service Desk and Incident Management technologies.

Responsibilities

• Manage incidents and service requests efficiently.
• Ensure client liaison and quality management in operations.
• Oversee escalation processes and maintain SLAs.

Skills

Incident Management Skills

Strong Leadership Skills

Strong Communication skills (both written and verbal)

Analytical and problem-solving skills

Cost awareness

Negotiation skills

Interpersonal skills

Technical IT support

Change management relating to people

Education

Grade 12

Call Center Diploma Manager or equivalent

CompTIA A+

Networks +

Excel / Certification

ITIL Foundation / Frameworks

Tools

MS Office Suite Skills / Office 365

Knowledge management tools

Job description

FORMAL EDUCATION

• Grade 12
• Call Center Diploma Manager or equivalent

QUALIFICATION AND EXPERIENCE

• CompTIA A+
• Networks +
• Excel / Certification
• MS Office Suite Skills / Office 365
• 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 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 skills
• Interpersonal skills : effective collaboration across levels and within teams
• Analytical and problem-solving skills
• Technical IT support
• Change management relating 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