Technical Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa Surgo PTY Ltd Full time
  • Position Title: CXG Team Leader - Rosebank
  • Job Role: Inbound and Outbound Multi-Channel Customer Care / Technical Support
  • Department: Contact Centre
  • Division: Customer Experience
  • Section: OCX (On Demand Customer Experience)
  • Employment Status: Full Time
  • Shift Work: Applicable

IMMEDIATE SUPERVISOR:

  • Customer Experience Team Leader (1st Level)
  • Customer Experience Manager (2nd Level)

PRIMARY PURPOSE OF THE JOB:
To manage and lead assigned Customer and Technical Service Agents, ensuring professional and service-oriented delivery in line with defined Service Level Targets. Responsibilities include monitoring queue performance, agent adherence, and implementing corrective actions.

KEY PERFORMANCE AREAS (KPAs):

1. PERFORMANCE MANAGEMENT SERVICE LEVEL TARGETS:

  • Daily, weekly, and monthly monitoring and reporting to ensure Service Level Target delivery.
  • Manage call handling metrics, abandonment rates, case logging, and closure rates.
  • Provide Queue Performance reports and implement action plans.
  • Ensure agent adherence and manage escalations effectively.

2. COACHING, TRAINING AND KNOWLEDGE MANAGEMENT:

  • Conduct weekly coaching and monthly training sessions for agents.
  • Update agents on knowledge and CRM updates regularly.
  • Maintain coaching and training reports for review.

3. STAFF MANAGEMENT:

  • Lead weekly Team Leader Meetings and foster a culture of growth and innovation.
  • Maintain open communication with employees and provide mentorship.
  • Support diversity and advise on career opportunities.
  • Identify strategies to enhance motivation and productivity.

ACCOUNTABILITY:
Accountable for achieving Customer Experience Service Level Targets, including coaching, training, and knowledge management to support agreed Service Levels.

OTHER ROLE SPECIFIC REQUIREMENTS:

  • Strong knowledge of Contact Centre Team Leadership and operational requirements.
  • Proficiency in managing Contact Centre day-to-day operations and client relationships.
  • Experience in technical customer service and relevant certifications (A+, N+).
  • Ability to monitor compliance with Service Level Targets and company policies

Salary: R30,000 CTC per month

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd encourages people with disabilities and from diverse backgrounds to apply. If no feedback is received within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Your CV will be kept on our database for future vacancies. If you do not wish for us to keep your CV for other positions, please email

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