Tech Support Team Leader

Callforceoutsourcing; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading contact centre solutions provider in Cape Town is seeking a Tech Support Team Leader to oversee a team of technical support agents for Vodacom FTTH. The role includes managing operations, monitoring team performance, and driving a culture of high performance. Candidates should have at least 3 years of leadership experience in a contact centre and be technologically savvy. This position offers opportunities for coaching and team development.

Qualifications

• At least 3 years' experience in a leadership role in a contact centre.
• Must be technologically savvy.
• Certificate in supervisory management is ideal but not essential.

Responsibilities

• Drive operational and technological efficiencies within the team.
• Manage daily operations and team performance.
• Handle difficult customer complaints or enquiries.

Skills

Client Care

Communication

Tech Support

Team Leadership

Education

Matric

Job description

Creating purposeful careers as we build the future of contact centre solutionsWe'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.ResponsibilitiesDrive operational and technological efficiencies within the teamManage daily operationsMonitor team performance against target on a day-to-day basis, and implement changes where appropriateEnsure 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 enquiriesDrive quality control and ensure corrective actions are taken where requiredManage administrative workloads and outbound projectsProactively encourage high performanceCoach low performers within the teamAdhere to all HR policies and proceduresEnsure adherence to Health, Safety and Environmental legislationQualifications & ExperienceMatricAt least 3 years' experience in a leadership role in a contact centreMust be technologically savvyCertificate in supervisory management, ideal but not essentialWillingness to work shiftsWillingness to work Saturdays and overtime, as requiredUnderstanding of IR and HR policiesAbility to handle escalations and take ownershipWorking Hours06h

• h00 Monday to SundaySkillsClient CareClient LiaisonCommunicationComputer SkillsCustomer CareCustomer ServiceLeading TeamsSalesTeam LeadershipTech SupportBusiness Process Outsourcing (BPO) Customer Services Telecommunications