Technical Team Leader

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)