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Voip Team Leader

5 months ago

Claremont, South Africa Exceed Hr Full time

**Reference**: 7895 NB
**Consultant**:Nine Broodryk
- Driving high NPS for team
- Ensuring team members achieving their daily KPIs and providing support.
- Addressing all team issues and concerns daily
- Liaising with suppliers weekly or for escalations
- Ensuring that faults raised are within SLA
- Escalating failed processes or Automation to Dev
- Managing and escalating recurring technical issues
- Conducting coaching, performance assessments and disciplinaries
- Ensure that all operational requirements and changes are communicated to relevant stakeholders and staff
- Train and mentor team members on best practices for triaging, troubleshooting and resolving escalated issues
- Handling customer escalations and NPS detractor complaints
- Initiating process improvements and automation projects with Dev

**Qualifications**:

- Working UK-based hours
- You have a passion for tech and telecoms with an ability to grasp technical knowledge quickly.
- You have experience working in a tech support type role and leading people
- A proven track record working as a team lead or similar position in a technical support role for 2+ years.
- Experience handling difficult customer situations
- Excellent written and verbal communication skills
- Ability to pay attention to detail and document work carried out
- Self-motivated, ability to prioritise, work on your own as well as be a great team player

**Job Types**: Full-time, Permanent