Join Our Team as a Tech Support Team Leader
We 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 team
- Manage daily operations
- Monitor team performance against targets daily and implement changes where necessary
- Ensure team members adhere to service standards, meet/exceed targets, maintain productivity, and handle customer interactions effectively
- Handle customer complaints or enquiries
- Ensure quality control and take corrective actions when needed
- Manage administrative workloads and outbound projects
- Proactively encourage high performance and coach low performers
- Adhere to HR policies and procedures
- Ensure compliance with Health, Safety, and Environmental regulations
Qualifications & Experience
- Matric
- At least 3 years' experience in a leadership role in a contact centre
- Technologically savvy
- Certificate in supervisory management (ideal but not essential)
- Willingness to work shifts, Saturdays, and overtime as required
- Understanding of IR and HR policies
- Ability to handle escalations and take ownership
Working Hours
- 06h00 – 22h00 Monday to Sunday
Skills
Client Care, Client Liaison, Communication, Computer Skills, Customer Care, Customer Service, Leading Teams, Sales, Team Leadership, Tech Support
Business Process Outsourcing (BPO), Customer Services, Telecommunications
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