Technical Team Leader

2 weeks ago

Cape Town, South Africa Webhelp Full time

**Customer Service/Support**

**Location**
- Cape Town, South Africa**Language**
- English***

**Job Advert**:

- Are you tech savvy, fast working and quick thinking? If you look for efficient means to get things done then we have the perfect role for you.

We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Technical Team Leader in our vibrant Cape Town office.

You’ll need to be highly motivated, responsible and driven to succeed. We someone well organised with a can-do attitude. Someone who works well under pressure, and is highly responsible.

Above all we want reliable, committed leaders who lead by example and are motivated toward success.

**What you will do in this role**

As a Technical Team Leader on our team, you’ll be:

- Managing and delivering excellent customer and technology services via the IT Service Desk
- Handling escalated Service Desk tickets, incident and service requests
- Resolving escalated customer and supplier/vendor issues
- Maintaining current knowledge of industry trends and potential impact on the support business
- Monitoring and managing internal and external audits
- Providing support to the Service Desk Team, helping with tricky incidents and potential escalations
- Ensuring that any high priority or major incidents are actioned and communicated in a timely manner to the Service Manager
- Ensuring that problem management processes are enforced to highlight new or emphasise recurrence of existing issues across service
- Managing NPS scores in relation to tickets dealt with or resolved service provided by the team
- Reporting monthly on Incident and Service Request trends, volumes received and resolved and SLA adherence within the Service Desk
- Resourcing New Starter requests (NURs) to make sure they are actioned and fulfilled in appropriate time scales
- Managing the New Starter Support Service to ensure new starters have an exceptional onboarding process
- Ensuring that all incoming items are worked priority order and that triage quality remains at consistently high levels
- Ensure that the NPS Scoring for Service Desk remains above board and that the feedback learnings are taken as a driver for continual service improvement

**Your qualifications**

Concentrix + Webhelp is a great match if you have:

- A matric certificate
- Ability to travel to other sites if necessary
- Flexibility around working hours (08:00 - 18:00)
- Proficiency in English written and spoken language
- Detailed knowledge of Service Desk Management Software
- A minimum of 6 months’ experience as a Deputy Team Leader in a contact centre environment or relevant team leading/ managing skills with small to medium size teams
- A proven performance record of accomplishment
- Clear credit, disciplinary and criminal records

Please note that the appointment will be made in line with the in line with the company’s EE plan.

After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying.

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