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Tech Support Team Leader

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1 year ago1515 views

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General Details

Location:

Higgovale, Cape Town

Advertised By:Agency

Company Name:CallForce

Job Type:Full-Time

Description

We're looking for a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Twon 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, increase in quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a "people-first" culture.

Key Competencies & Skills

Drive operational and technological efficiencies within the team
Manage daily operations
Monitor team performance against target on a day-to-day basis, and implement changes where appropriate
Ensure 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 enquiries
Drive quality control and ensure corrective actions are taken where required
Manage administrative workloads and outbound projects
Proactively encourage high performance
Coach low performers within the team
Adhere to all HR policies and procedures
Ensure adherence to Health, Safety and Environmental legislature

Qualifications & Experience

Matric
At least 3 years' experience in a leadership role, in contact centre
Must be technologically savvy
Certificate in supervisory management, ideal but not essential
Willingness to work shifts
Willingness to work 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

https://www.ditto.jobs/job/gumtree/3811782397?source=gumtree

Id Subtitle 1166440226

CallForce

Selling for 2+ years

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We are seeking an experienced Information Technology leader with Operations and Delivery experience to drive the implementation and support of our operating requirements ensuring alignment to service monitoring, availability and health. Aligned with the 24x7 operating environment, this role will also broker the implementation and management support of a new Operating Model across the Command Centre space. Success for this position is measured in the delivery of the IT Operations capability in the eyes of our customers and internal stakeholders, developing strong product, process and technical acumen within the team and driving iterative improvement.Responsibilities Include Drive integration activities across the Command Centre and support the next generation Command Centre Operation ModelWork across functional teams, design, implement and maintain critical procedures utilised by Service Delivery, Major Incident and IT Operations functionsResponsibility for communication during incidents, driving escalations, investigation and resolution of incidents, ensuring outage updates are timely, accurate and of high qualityProvide recommendations on troubleshooting and other technology improvements to quickly resolve incidents, ensuring infrastructure and application stabilityContinuous development & daily management of service quality, focused on increasing customer satisfaction via reduced meantime to restore service, increased data quality and comprehensive notificationUtilise continuous improvement methodologies (e.g. ability to quantify impact, increase productivity, shorten feedback loop etc.) to improve service deliveryMaintain communications and coordination between internal and external service providers to maintain situational awareness at all timesFoster relationships with all customers, internal teams and end users becoming a champion of user satisfaction.Drive regular meetings with Business Units and Support Units on IT incidents and IT problems.Drive changes across department to improve on application and infrastructure availability and service targetsWork with the Management Team to promote the up-skilling of talent, radically increasing Command Centre value and drive a positive culture aligned to our valuesDay to day management of the Command Centre teams, including but not limited to staff development and training, setting and reviewing of KPA’s and KPI’s, conducting periodic performance reviews, preparation and maintenance of shift rosters, maintaining a capable and competent team whilst ensuring positive morale and an enjoyable yet challenging work space for the team Behavioural Attributes Provide amazing experiences to both internal and external customers by seeing the big picture, understanding their ... https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xOTM3MzcwMDIzP3NvdXJjZT1ndW10cmVl&jid=374717&xid=1937370023

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