Team Leader

4 days ago

Randburg, Gauteng, South Africa Switch Telecom Full time

Switch Telecom is seeking a Team Leader to join our dynamic team in Bryanston, Johannesburg. The Team Leader will play a pivotal role in overseeing daily operational and revenue generation activities. We are looking for an experienced professional who excels in leadership, possesses strong business acumen, and is committed to maintaining high standards of customer care, performance, and productivity within the team.

Key responsibilities include task assignment, performance monitoring, issue resolution, and providing feedback. The ideal candidate will implement best practices, support team development, and drive continuous improvement and innovation.

Key Performance Areas:

  • Act as a liaison between team members and upper management.
  • Facilitate open and effective communication within the team.
  • Ensure that team members are informed about project goals, progress, and changes.
  • Assign tasks and responsibilities to team members based on their skills and experience.
  • Monitor the progress of tasks and ensure deadlines are met.
  • Address any issues or conflicts that arise within the team.
  • Track the performance of team members.
  • Manage quality assurance of team members.
  • Track and monitor KPIs of team members.
  • Provide constructive feedback and support professional development.
  • Identify training and development needs of team members.
  • Encourage continuous learning and skill improvement.
  • Implement and maintain best practices and processes.
  • Identify opportunities for innovation and improvement.
  • Coordinate weekly administration meetings.
  • Manage individual and managed porting.
  • Manage existing client's upgrades, orders, amendments, and transfer of service.
  • Address sales inquiries via email, Client Zone, or telephone.
  • Oversee the duties of the billing and administration team.
  • Ensure all month-end tasks are completed for the billing run.
  • Assure focused and productive communication with clients, and internal and external agents.
  • Resolve inquiries from clients, resellers, and wholesale clients to ensure maximum customer satisfaction.
  • Ensure client queries are addressed and resolved by the relevant department in a professional and timely manner.
  • Support the Management teams with ongoing facility and team-related responsibilities.
  • Maintain a healthy relationship with existing customers and build trust with potential customers.
  • Support requests associated with all Switch Telecom services and products.
  • Provide support for clients, resellers, and other teams via telephone and the ticketing system.
  • Assist with receiving and dispatching of work requests to technical staff, vendors, or other service providers.
  • Assist in resolving account-related queries including cedes, change of ownership, and transfer of service.
  • Assist with the coordination and scheduling of sales, upgrades, and sign-ups for all clients.
  • Assist management and staff with operational reporting and process flow.
  • Act as an interface with clients, resellers, and wholesalers.
  • Act collaboratively to solve problems and resolve unique situations with professionalism.
  • Ensure delivery of committed services and overall client satisfaction.
  • Ensure appropriate follow-up with customers.
  • Continuously improve processes, systems, and overall client satisfaction.
  • Provide direction/information to resellers, wholesalers, and the technical team as required.
  • Amend data on the online system.
  • Understand client needs and match them to relevant solutions.
  • Maintain an efficient work environment.
  • Screen telephone calls and handle requests and inquiries.
  • Identify new and efficient ways to manage ticketing queues and workflows.
  • Provide sales and administrative support to internal and external agents.
  • Communicate with agents regarding order status and outstanding documentation.
  • Report on Sign Ups and Incomplete Sign Ups.
  • Ensure that the team's recruitment needs are met.
Skills And Specifications:
  • Proven track record as a Team Leader or Manager in a similar role.
  • Extensive experience in operations and process improvement.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple tasks and priorities effectively.
  • Strong problem-solving and decision-making abilities.
  • Strong analytical and organisational skills.
  • Ability to work under pressure and meet deadlines.
  • Knowledge of best practices and industry standards in management.
  • Customer Support, Administration and Internal Sales or Sales Coordination – 10 years experience essential.
  • Management Experience of 5+ years.
  • VoIP and Data knowledge would be beneficial.

Preferred Qualifications:
  • Tertiary degree, diploma or certificate in a related field (PRINCE2, Agile, SCRUM Certification or Project Management).
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