Job Description
About the Role
The Support Centre Team Leader will be responsible for providing quality and efficient customer service to customers through the daily management of a team of Support Centre Agents, assisting the Support Centre Manager with development, analyses and implementation of staffing, training, and recognition programs.
Key Responsibilities
- Identify customers needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Evaluate concerns of the customers and provide logical workable solutions.
- QA of tickets and telephone calls.
- Identify trends and communicate to Support Centre Manager.
- Build sustainable relationships and engage with internal and external customers by going the extra mile, with an additional focus on communication.
- Meet personal/team qualitative and quantitative targets, by doing QAs on tickets and reports.
- Monitor productivity accordingly to set processes.
- Provide daily directions and guidance to employees so that customer calls and tickets are answered/actioned in a timely, efficient, and knowledgeable manner.
- Continual evaluation of processes and procedures and suggesting methods to improve operations, efficiency, and service to both internal and external customers.
- Execute tasks assigned and provide feedback in a timeous manner.
- Provide feedback and coaching on a regular basis to each team member.
- Ensure employees receive appropriate training and have resources to perform their tasks.
- Communicate Objectives and Targets to the relevant team.
- Manage new staff orientation.
- Performance Appraisal discussions with relevant team members and Support Centre Manager.
- Maintain healthy group dynamics by creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level.
- Act as 2IC for Support Centre Manager (rotation basis).
Requirements
- At least 3 years VeriClaim experience.
- Previous experience working in a customer-facing department will be an advantage.
- Prior experience in a Support Centre environment will be beneficial.
- Having prior experience in Credit Control will be an advantage.
- Medical industry knowledge will be an advantage.
- Management or Team Leader experience.
Qualifications
- Completed Matric.
- Bachelor’s degree.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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