Customer Service Team Lead: Telecommunication Systems

3 days ago


Johannesburg, Gauteng, South Africa Tracker South Africa Full time

Job Description Summary


Our Shift Supervisor plays a vital role in maintaining the highest level of customer satisfaction while ensuring operational efficiency. The successful candidate will be a leader who can motivate and develop their team, driving results-oriented performance.

This role involves:

Responsibilities

Effective Leadership

  • Coach and develop staff, empowering them to take ownership of tasks and responsibilities.
  • Conduct regular check-ins, providing constructive feedback and suggestions for improvement.
  • Foster open communication channels, ensuring transparency and addressing concerns promptly.

Service Delivery

  • Implement strategies to enhance customer satisfaction, ensuring that service standards are consistently met.
  • Resolve customer complaints and concerns efficiently, leveraging active listening skills and empathy.
  • Collect and analyze customer feedback, using insights to inform process improvements.

Performance Management

  • Establish clear goals and expectations, linking individual performance to departmental objectives.
  • Monitor and report on team performance, highlighting areas of strength and improvement.
  • Develop personalized development plans to support career growth and professional development.

Trend Analysis and Signal Management

  • Conduct thorough analysis of signal trends, identifying areas for improvement and implementing corrective measures.
  • Liaise with cross-functional teams to optimize signal response times and improve overall performance.
  • Develop and implement targeted training programs to enhance staff competencies.


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