Tech Support Team Leader

Join Our Team as a Tech Support Team LeaderWe are seeking a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Town CBD. The primary objective of this role is to provide guidance and support to the team in setting up, measuring, and meeting performance targets.Drive operational and technological efficiencies within the teamManage daily operationsMonitor team performance against targets daily and implement changes where necessaryEnsure team members adhere to service standards, meet/exceed targets, maintain productivity, and handle customer interactions effectivelyHandle customer complaints or enquiriesEnsure quality control and take corrective actions when neededManage administrative workloads and outbound projectsProactively encourage high performance and coach low performersAdhere to HR policies and proceduresEnsure compliance with Health, Safety, and Environmental regulationsQualifications & ExperienceMatricAt least 3 years' experience in a leadership role in a contact centreTechnologically savvyCertificate in supervisory management (ideal but not essential)Willingness to work shifts, Saturdays, and overtime as requiredUnderstanding of IR and HR policiesAbility to handle escalations and take ownershipWorking Hours06h00 – 22h00 Monday to SundaySkillsClient Care, Client Liaison, Communication, Computer Skills, Customer Care, Customer Service, Leading Teams, Sales, Team Leadership, Tech SupportBusiness Process Outsourcing (BPO), Customer Services, Telecommunications
#J-18808-Ljbffr