Technical Team Leader

Recruiter:

SA Commercial (Pty) Ltd

Job Ref:

CPT000118/GW

Date posted:

Monday, October 21, 2024

Location:

Capetown, South Africa

Salary:

R20000

SUMMARY:

Job Title: Technical Support Team Leader
Company: SA Commercial
Location: Cape Town

We are looking for a highly motivated and experienced Team Leader to join our dynamic team. The ideal candidate will be responsible for leading and managing a team to ensure smooth and efficient operations, meeting company goals, and delivering high-quality results. This role requires excellent leadership, communication, and problem-solving skills.

Duties and Responsibilities:

Lead and motivate a team of Service Agents, ensuring the provision of first-line technical support to customers for EMEA market 9am – 6pm.
Manage and develop team performance in alignment with established KPIs.
Provide coaching, feedback, and ongoing training to enhance the team's skills and performance.
Develop and implement effective strategies to maximize productivity and campaign success.
Monitor and evaluate team performance, providing regular reports and insights to management
Foster a positive and supportive team environment that promotes growth, creativity, and innovation.
Stay updated with industry trends, best practices, and emerging technologies to drive continuous improvement.

POSITION INFO:
Experience and Requirements:

Minimum 2 – 5 years’ experience as a Team Leader or in a similar role within a call center service environment.
Experience in managing a variety of performance indicators at multiple levels, both internally and externally.
Strong people management skills to motivate and drive the team, with a focus on minimizing absenteeism and attrition.
Exceptional leadership and motivational skills with a track record of achieving targets.
Strong communication and interpersonal skills to interact effectively with team members and stakeholders.
Solid understanding of outbound/inbound service performance management strategies and techniques.
Excellent problem-solving abilities and the capacity to make quick decisions in a dynamic environment.
Proficient in using CRM systems and other relevant software applications.
Strong analytical skills with the ability to interpret data and derive actionable insights.
Flexibility to work in shifts and adapt to changing priorities.
Experience in managing multilingual campaigns (advantageous)

Salary: R20 – R22k

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