Customer Support Team Leader

Job purpose:
To provide technical training, guidance and leadership within the Support departments around technical upskilling and improvements needed, including the knowledgebase, call listening, ticket reviews and processes. The Team Lead will also participate in performance reviews and provide reporting and stats together with recommendations.

Responsible for queue management, ensuring that all contact center metrics are met

Duties and Responsibilities:

- Work with the Customer Support Manager to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified
- Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members
- Identify and implement technical service improvements (process, people, technology) toward reducing CCR, improving FCR and reducing escalations
- Promote a technical learning culture within Support areas.
- Participate and assist Support line managers regarding technical performance, during reviews of the Technical Support teams.
- Mentor and coach Support agents in technical decision making.
- Identify knowledge gaps and training needs within the Support team.
- Discuss technical issues in Support, with the Support, SysOps, SysAdmin and DevOps line managers.
- Act as a communication conduit between Hosting and DevOps regarding technical issues and skills gaps
- Perform call listening and ticket reviews in order to identify knowledge gaps and training needs
- Management reporting
- Align team performance to systems, metrics and targets as per divisional KPI's
- Participate in performance reviews of Hosting advisors
- Measures and manages the team to ensure all performance standards are met:

- Customer satisfaction
- Productivity
- Actively manage teams' overtime, attendance, timekeeping, holidays, sickness and any other absences, supported by HR
- Track and report on root causes of customer metrics and implement improvements
- Assess and implement knowledgebase improvements of First Call Resolution and self-help service
- Be fully knowledgeable of the 1-grid product and services portfolio as a base for understanding customer requirements through their lifecycle
- Drive feedback at multiple levels, both internally and with customers, to identify and implement areas for continuous improvement
- Support Centre SLA metrics are met monthly
- Ensuring that all escalations are handled efficiently and updates are provided as needed. This includes escalations from social media, premier clients, support agents or management
- Ensuring that high priority tickets are managed. This includes the Tickets with more than 3 responses, Premium and Escalations queue

KPI's:

- Timeous reporting and stat analysis (daily, weekly, monthly)
- Performance management including training, disciplinary measures and mentoring
- Technical coaching sessions
- Task management
- Roster Management
- Highlighting training gaps and suggesting improvements where needed
- Assisting in agent KPI sessions

Key Competencies:

- Demonstrates initiative and can work independently
- Self-motivated and self-disciplined
- Passionate and committed
- Innovative and proactive
- Resilient and rigor
- Customer focused and brand aware
- Ability to learn continuously
- Coaching and mentoring of support staff

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.