Lead Technical Support Manager

7 days ago


Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time
Technical Team Leader Role
We are seeking an accomplished Team Leader to spearhead our EMEA technical support team in Cape Town. As a key member of SA Commercial (Pty) Ltd, you will lead and motivate a team of Service Agents to deliver exceptional customer experiences.

About the Role:
This leadership position demands strong interpersonal skills to foster collaboration and drive performance among your team. You will be responsible for managing and developing team performance, monitoring key performance indicators, and providing regular reports to management.

Key Responsibilities:
  • Oversee a team of Service Agents, ensuring seamless technical support delivery to customers from 9am – 6pm in the EMEA market.
  • Develop and implement strategies to boost productivity and campaign success, aligning with established KPIs.
  • Foster a supportive team environment that encourages growth, innovation, and creativity.
  • Maintain industry awareness, staying updated on emerging trends and technologies to inform continuous improvement.

Requirements and Qualifications:
To excel in this role, you should possess:
  • A minimum of 2 – 5 years' experience as a Team Leader or in a comparable position within a call center service environment.
  • Proven ability to manage multiple performance indicators at various levels, both internally and externally.
  • Exceptional leadership skills, with a track record of driving teams toward targets and minimizing absenteeism.
  • Strong analytical skills to interpret data and derive actionable insights.
  • Experience working in shifts and adapting to changing priorities.

Compensation Package:
The successful candidate can expect a competitive salary range of R200,000 – R220,000 annually, reflective of the Cape Town location and the company's commitment to offering attractive compensation packages.

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