Voip Team Leader

3 months ago


Claremont, South Africa Exceed Recruitment and Human Resource Consultants 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

**How to Apply**:
If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.


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