Senior Technical Support Manager

1 month ago


Cape Town, Western Cape, South Africa CallForce Full time

Job Title: Tech Support Team Leader


About the Role:


At CallForce, we are looking for a highly skilled and experienced Tech Support Team Leader to join our team.


The successful candidate will be responsible for providing guidance and support to the technical support team, ensuring that they have the necessary tools and resources to deliver excellent customer service.


Key Responsibilities:



  • Drive operational and technological efficiencies within the team
  • Manage daily operations and monitor team performance
  • Implement changes to improve team performance and service delivery
  • Ensure individual team members adhere to service standards
  • Handle difficult customer complaints and enquiries
  • Drive quality control and implement corrective actions where necessary
  • Manage administrative workloads and outbound projects
  • Encourage high performance and coach low performers
  • Adhere to all HR policies and procedures
  • Ensure adherence to Health, Safety and Environmental legislature

Requirements:



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

About CallForce:


CallForce is a professional team of technical support agents providing exceptional customer service to our clients.


Our team is dedicated to delivering quality service and ensuring that our customers receive the best possible support.




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